Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.
You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.
You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.
You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.
Great work. Great opportunities.
Want to be part of our team?
The role takes responsibility for managing all the technical aspects of Dimension Data’s relationship with the clients. They act as the client’s trusted advisor and are responsible to deliver ultimate client experience by providing highest quality of technical service.
Their primary objective is to strengthen client relationship and increase client satisfaction in the overall technical experience that Dimension Data has rendered from a service perspective.
The Technical Account Manager role is a chargeable service in the Uptime Proactive Support Service (PSS) option.
Internal : engage with internal support engineer team, GDC Service Operations, Client Delivery Executive, Service Operations Manager, Transition Manager, Major Incident Manager
External : proactively act as the trusted technical advisor for clients
Value Chain Linkage
Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution.
Identifies, evaluates and recommends options, implementing if required. Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements.
Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited.
Maintains an in-depth knowledge of specific specialisms, and provides expert advice regarding their application. Can supervise specialist consultancy.
The specialism can be any aspect of information or communication technology, technique, method, product or application area.
Actively monitors for, and seeks, opportunities, new methods, trends, capabilities and products to the advancement of the organisation.
Clearly articulates, and formally reports potential benefits from both structural and incremental change. Encourages and motivates colleagues to share creative ideas and learn from fail.
Produces detailed specifications and translates these into detailed designs for implementation using selected Dimension Data services products.
Provides advice on technical aspects of Support Services delivery and ensures that relevant technical strategies, policies, standards and practices (including security) are applied correctly.
Emerging Technology Monitoring
Maintains awareness of opportunities provided by new technology to address challenges or to enable new ways of working. Within own sphere of influence, works to further organisational goals, by the study and use of emerging technologies and products.
Contributes to briefings and presentations about their relevance and potential value to the organisation.
Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s).
Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.
Python, XML, REST Programming Skill
Assigned Technical Account Manager
The Technical Account Manager provides the vast majority of their deliverables on a remote basis, but will be responsible for establishing a good technical relationship with client’s engineering staff to facilitate the quick completion of in-
scope activities providing client with the maximum technical value. He / she will have advanced skills in the technologies associated with the assets covered by Dimension Data services.
P1 & P2 Incident and Problem Escalation Management and Support
The Technical Account Manager acts as the primary technical contact for P1 & P2 incidents or is available for escalation of the same.
Technical Account Manager works with client’s team to identify required documentation, and helps collect the same, and provide that documentation to GDC in order to properly scale his / her client-
specific knowledge. Technical Account Manager will also participate in regularly scheduled service incident reviews as scheduled with client.
Root Cause Analysis
When problems are identified, proper problem tickets will be created in IT service management system. It will be the responsibility of the Technical Account Manager to ensure a root cause analysis of all opened problem tickets is performed and documented in the problem ticket.
Monthly Technical Reviews
On a monthly basis, the Technical Account Manager is responsible to schedule and hold monthly technical reviews to include relevant service issues the agenda of which to include, at a minimum :
Change Impact Analysis
The assigned Technical Account Manager evaluates normal, urgent, and emergency changes for their impact on the covered assets and makes recommendations regarding the approval of the change.
The Technical Account Manager prepares the recommendation that will include a description of the planned change and impacts on the existing infrastructure.
Where possible, the following information / considerations will be included in the recommendation :
Next career steps
Additional certifications (preferred)
Work experience required
e. Network, Storage, Security etc)
What would make you a good fit for this role?
Join our growing global team and accelerate your career with Dimension Data. Apply today.
Diversity in Dimension Data
Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.
Tell us about yourself Sign in, load your CV or simply give us your details directly from LinkedIn and we'll reach out when we have an opportunity that suits your skills and interests