Support Service Team leader

Job Description

• Responsible for leading Enterprise Storage, Servers, HPC and Networking Solutions

Inventory and Inspection

Upon receipt of the new hardware for installation and if any discrepancy:
* Give a second inspect of the packing for signs of possible shipping damage.
* Visually inspect for physical damage after unpacking and assess damage for reporting back to supplier.

Deployment & Planning.

• Assist in preparing plans for the complex projects that team is managing the implementation for, and make sure the project is going according to schedule.


• Act as a first level of Escalation.


• Escalate any issues or resources unavailability to the Project Manager and Support Services Manager.

Maintenance of VAS Supplied Equipment.

• Plan corrective maintenance, and distribute customer's calls upon receipt by VAS support team to relevant Team engineers.


• Have an overview of the received calls by VAS Support team and assign resources accordingly.


• Plan preventive maintenance schedule with the team members and make sure that routine maintenance is carried out on all the equipment currently under maintenance agreement or warranty.


• Act as a second level support for DCE team


• Diagnose complex problems


• Liaise between customer, VAS Management


• manage opened issues/problems, update and close when finished

Engineering Changes, FCO and Upgrades

• Manage all opened FCOs and Upgrades against his team and distribute it to Team accordingly


• Follow up the installation / implementation of all upcoming engineering changes in the installed equipment.


• Plan, and assign resources for any required hardware or code upgrade by customer.

Parts & Spares Ordering.

• Highlight needed spare parts and ISP kits and communicate to support & Service Manager for validating and ordering.


• Manage and control Return of defective parts from Customer sites back to VAS warehouse.

Post Sales & Support Role:
* Provide technical leadership and decisions for projects & Service Requests.
* Be an escalation point for the most complex and critical customer issues.
* Work with partners to certify storage solutions.
* Represent the best of Dell Technologies technical expertise in helping customers with their solutions.
* The ability to lead all aspects of delivery (prioritization, tracking, etc.) by coordinating with internal & external resources.
* Able to run platform hardware & code integration through testing & certification of all storage platforms.
* To lead and provide vulnerability management across hardware & software components (compute & storage).
* Work closely with project managers to create and update project plans
* Review and provide requirements for Concept Design Docs
* Manage, plan, and coordinate efforts and resources on portfolio and functional projects.
* Provide basic overview training for Team and do knowledge transfer sessions
* Maintain incident tracking databases
* Follow the VAS escalation procedure at all times
* Arrange regular site visits as part for our customer relations.
* Assist Sales Managers with customer visits when requested and time permitting.
* Update locally if possible
* Attend training courses as defined by Support & Service Manager
* Keep aware of industry developments and new product announcements
* Be ready to support other DCEs/Teams when required.

Personal Skills

• Excellent communication, interpersonal and negotiation skills.


• Excellent leadership & people management skills


• Excellent analytical & problem-solving skills.


• Excellent command of English.


• Ability to meet project schedules and deadlines with minimal supervision


• Willingness to work flexible hours and other related duties as assigned


• Strong interpersonal skills and ability to effectively communicate with customers and management


• Proven ability to learn and install complex procedures and solutions.

Technical Skills

• Minimum ‎10- ‎14 years of experience with at least the last ‎5 years in a similar position.


• Proven ability to diagnose customer reported problems, determine the problem in the Storage, Networking, Servers or HCI related, and take steps to resolve.


• Proven ability to plan, Design & Configure Storage, Networking, Servers, HCI and VMware


• Industry certification in Dell EMC, Cisco, Servers, Linux, Windows, VMware and/ or Networking.


• Hands on experience with DELL EMC and Vendor storage and host base technologies


• Demonstrated knowledge of LAN/WAN technologies including SNMP, IP.


• Enterprise Class Storage Area Networking experience (Fiber Channel Directors and Switches, zoning, multipathing, etc)


• Knowledge of Linux, and/or UNIX system administration concepts including network administration (NTFS/CIFS/NFS).


• Fiber Channel SAN Experience (using Cisco/Brocade solutions)


• Demonstrated Knowledge in Host-based Migrations.

Education

B.Sc. of Engineering with a specialization in Communications or Computers.

Job Details

Job Location
Cairo, Egypt
Company Industry
IT Services
Company Type
Employer (Private Sector)
Job Role
Engineering
Joining Date
‎2022-‎09-‎01
Employment Status
Full time
Employment Type
Employee
Manages Others
Yes
Job Division
VIS
Technical

Preferred Candidate

Career Level
Management
Years of Experience
Min: ‎10 Max: ‎14
Residence Location
Egypt
Nationality
Egypt
Degree
Bachelor's degree