Description

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

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 person provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

Provides support to customers/users where the product is highly technical or sophisticated in nature.

What you'll be doing

As an Azure Customer Engineer (ACE), you are the primary support and engineering contact accountable for the customer's Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will also act as the voice of the customer within Azure to escalate problems and to drive prioritization of platform/support improvement needs for customers.

Responsibilities

In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams on:

• Proactive Customer Engagement – Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning.
• Strategic Project Execution – Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones.
• Critical Problem Resolution – Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment.
• Case Ownership – Directly own a subset of customer support cases from end to end. Deliver a great customer support experience. Continuously grow Azure technical skills.
• RCA Ownership – Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.
• Engineering Engagement – Relentlessly champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency.
• On call Responsibility - This position will require some on-call commitment to provide 24/7 support to our strategic customers. Must be willing to work in USA East Coast time zone, 14:00 – 22:00 (SAST).

Qualifications

What we are looking for:

• Strong understanding of cloud computing and hands-on experience of migrating workloads to Azure (Azure Migrate or other tools)
• Infrastructure as Code (IaC) experience - scripting and automation via AZ CLI/PowerShell, Bash, Bicep, JSON templates, ...
• Knowledge or experience with CI/CD tools, preferably Azure DevOps
• Logical thinking, troubleshooting, presentation, and communication skills with strong drive for results
• Interest for Microsoft technologies, Azure cloud and will to constantly grow, learn and enhancing the skills in this area
• Experience of administering and operating medium/large enterprise infrastructure and services in public cloud environments, including configuring backup, monitoring, patching and security of cloud resources
• Experience with Microsoft Azure cloud (knowledge of cloud resource deployment principles or usage of specific cloud technologies)
• Johannesburg based
• Technical skill breadth
  • Network
  • Windows Server
  • VMWare
  • SQL Server
  • Security
• Cloud Technology (Azure)
  • Compute
  • Storage
  • Network

Must Have:

• Microsoft AZ-104 or AZ-204
• Microsoft AZ-305
• Working knowledge of Containerization, Kubernetes, Docker etc.
• Experience: 5+ years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving technical resolution across cross-functional organizations. At least 3+ years of cloud experience.
• Excellent Communication: Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.
• Customer Obsession: Passion for customers and focus on delivering the right customer experience.
• Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
• Technical Skills: Some understanding of cloud computing technologies. Optionally, demonstrated hands on experience in one or more of the following:
  • Core IaaS: Compute, Storage, Networking, High Availability
  • Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.
  • Identity and Authentication: SSO/Federation, AD/Azure AD, ADFS, etc.
  • Experience in one or more automation languages (PowerShell, Python, C#, Open Source)

Nice to have / preferred:

• Experience with Service Now
• Experience with Prisma Cloud
• Experience with Helm
• Microsoft AZ-700 or AZ-500
• BSc. / MSc. degree (in Computer Science or related area) or an equivalent
• Project management experience

#dimensiondatacareers

Workplace type:

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today