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Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.
Working at NTT
Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.
This role is a central point for evaluating, optimising and standardisation of managed Cloud services. It focuses on the enablement of the operational teams to effectively deliver on required service levels and the optimisation of the services on a proactive basis. Resolution of major incidents that are escalated from the operational teams and logging of vendor calls when required. Perform due diligences to ensure services are scoped correctly, risks are highlighted to the business and successfully transitioned to the operational teams. Our clients are becoming highly skilled, this role will close the knowledge gap between our support teams and client teams. Cloud solutions require constant management with architectural updates and changes, security and cost management to name a few, this role will be accountable to set the standards that will be disseminated to the services support teams.
Key Role Responsibilities:
1. Evaluation and Optimising of AWS services and ability to align to client specific requirements
2. Operational service delivery enablement
3. Perform advanced issue analysis and resolution
4. Address major incident escalations
5. Conduct service delivery due diligence on new and existing client environments
6. Transition services to operational teams
7. Conduct technical assessments and participate in service improvements
8. Identify security risk and track until mitigated or resolved
9. Conduct evaluations on engineers and make growth and training recommendations
10. Create internal knowledge base articles and issue resolution scripts
11. Consistently review and improve on the current client deployments to ensure that platforms are aligned to best practice by ensuring quality of the Technical Maturity of the customer environment
12. Build support and growth models for the Managed Services engineers to ensure that the tools are correctly used
13. Assist with building client solutions and provide input to proposals and designs
14. Fulfil the key role of reviewing client solutions and sign off the project to operational handovers
15. Be the cross technical specialist and demonstrate leadership, by being able to understand the technology that is needed to meet the client's business requirements, and articulate this to both technical and business stakeholders
16. Manage customer proof of concept initiatives such as ensuring the correct resources are being used, managing the set-up and delivery
17. Design complex managed service solutions to meet client requirements by integrating technology and service design across multiple domains, delivery units or geography
18. Contributor for vendor management and support the transition to service delivery by providing service architecture (e.g. service management, service consumption, delivery modelling)
19. Managed services catalogue by building a model that can be used globally for the monitoring service
20. Build a services orientated relationship with the respective Vendor
21. Contribute to the knowledge base of Dimension Data’s development and services by sharing best practices with internal teams and clients
22. Coach/mentor leadership to engage with other team members and act as advisor and decision maker in service design situations
23. Review the client's services requirement landscape and develop models, detailing the most suitable methods for the delivery and consumption of said service requirements. This is performed in collaboration with respective Architects
24. Develop a schedule describing how Dimension Data will drive innovation within the client environment throughout the life of, or at certain points, or with Agile DevOps approach in the contract; conducted in strong collaboration with the Platform Architect, covering any development of the platform
25. Take the service schedules & SLAs developed through the value proposition development phase, develop them to contract quality and deliver them for inclusion in the schedules of the master services agreement
26. Drive validation processes by obtaining sign-off from technical, service and financial profiles
27. Understand and influence client operating models
Key required skills:
1. Good understanding of AWS Infrastructure services and their limitations
2. Experience in configuring & monitoring different attributes and handling scale up and scale down scenarios for the application in AWS
3. Application monitoring through operations insight, application insight
4. Provide best practices around provisioning production and non-production environments on AWS to optimize the usage
5. Have good understanding in implementation of advanced security, authentication and single sign on across cloud and on premise
6. Strong understanding of the advantages and limitations of AWS Directory Service
7. Strong experience in AWS Platform Services, understanding of their capabilities and limitations and being able to architect and deliver solutions leveraging various platform services
8. Must have analytical and consulting capabilities and be proficient at solving problems and take ownership of the strategic alignment of the Lines of Business with the technical roadmap of the customer
9. Able to collaborate and communicate ideas to team members, clients and vendors in order to lead, take ownership and manage the implementation of a solution
10. Mentor and engineers and consultants in their product knowledge, as well as product support and product specialist team members in relation to the customer landscape to ensure that solutions are in line with technical direction of customer
11. Ensure we design innovative, value-add solutions for our clients
12. It is important to us that you keep abreast of market trends and survey the marketplace for solution insights, new vendors and methods
13. Have a broad level of knowledge across Enterprise Architecture, Managed Services, Service Management consulting, and multiple solutions areas (Business Units), and across domains, delivery units, and geographies
14. Strong expertise in building cloud native enterprise scale applications and moving applications from on-premises to cloud environments
15. Strong understanding of different attributes for cloud application availability, scalability and ability to propose optimized design for cloud
16. Experience in defining and implementing Hybrid scenarios with workloads shared across on premise, Microsoft Azure and AWS, application Integration between cloud and on-premise environments
17. Collaborating with customers for quick technical assessment and proposal development for leveraging platform services of AWS
18. Closely work with customer to understand the business objectives and define solutions to meet the business objectives
19. Experienced in working in Agile/DevOps environment with continuous integration and continuous deployment and application lifecycle management
20. Candidate should be from an application development and solution architecture background and have expertise in building large scale web applications before the cloud experience.
21. Strong ability to explain complex technical solutions in business language to project stakeholders with limited technical understanding.
22. The ability to present technical solutions to a business audience
23. The ability to whiteboard and workshop solutions with colleagues and customers
24. Good writing skills and the ability to write solution proposals in business language
25. Possess the ability to research new solutions and keep knowledge up to date
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NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
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