Service Delivery Manager / Escalation

Recru-IT • Other • South Africa, South Africa • 2d ago

Responsibilities:

Oversee the planning and execution and delivery of network services, ensuring quality and adherences to service level agreement.
Escalation management (serve as a primary POC for escalated network issues)
Coordination and communication within an internal team .
RMA tracking, incident and problem resolution.
Reporting and documentation (technical and work volumes)

Experience:

Minimum 10+ years relevant experience in a senior network engineer role, at least 5 years in data center environments

Technical Skills:

Public Cloud - Previous experience in building, managing and supporting large enterprise infrastructure, services and applications on AWS, GCP and Azure. AWS/GCP/Azure certifications are a plus
Private Cloud Previous experience in Network Data Center Centric Technology and support for large enterprise infrastructure, that services various level of hosting or SaaS applications.
Must be familiar with DevOps principals and should have prior experience in managing and maintaining DevOps pipeline tools such as Jenkins, Terraform, Ansible, Maven and Scripting (Python) for automation
Network and Security - Must be experienced with large enterprise scale Cloud Networking and Security, specifically setting up customer VPN connectivity to the clients cloud accounts
Prior experience in supporting high volume ticket environments, handling escalations, providing best customer experience over ticket/chat/phone, managing multiple levels of teams, providing technical guidance and following best practices for documentation
Certificates in the industry of the respective technology (Routing: CCNP-R&S, etc.)
Knowledge of OSPF/BGP, VXVLAN IPv4, IPV6, VLAN, VRRP, VARP, HSRP.
Experience with different VPN implementations and security parameters.
Experience with leading Firewall platforms (Cisco, Fortinet, Arista, Palo alto Network)
Experience with Load balancer platforms.
Experience with Storage and Compute as part of Infrastructure ecosystems is plus
Tools experiences like Spectrum, Netbrain, HPNA, AWX and CVP.
Basic Financial Understanding (OPEX & CAPEX)
Experience in Service ownership / Coordination is a plus
Experience with Public Cloud offerings is a plus
Adaptable to Shift Model

Other Skills:

Profound ITIL knowledge, ability to guide/coach others
Working via a standard ITSM tools
Good communication skills, Technical & Business English (spoken & written)
Positive, proactive, and customer-focused attitude
Ability to learn quickly, willingness to comply with procedural guidelines

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