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Senior SLA

Location: [[Cape Town]] | Job-ID: 200282 | Contract type: [[Permanent ]] | Business Unit: [[Delivery]]

 

SCCM - Second Line Analyst

 

Description

 

Provide platform support to Microsoft System Centre deployments that underpin business critical services. Management, maintenance, and administration of enterprise scale SCOM & SCCM deployments and data collections as well as endpoint management support.

Requirements

 

Job Description

  • Excellent verbal and written communication skills
  • Possess proficient analytical and decision-making skills
  • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
  • Good awareness of Industry trends.
  • Ensure that SCCM is stable, optimally configured and effectively managed.
  • Ensure compliance by proactively ensuring that the latest patches and/or hotfixes are applied.
  • Provide second line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.
  • Work with incident management, service desk, other technical teams and the customer as required.
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Provide detailed and effective communication to internal teams and customers.
  • Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
  • Follow through on issues with vendors for a timely resolution.
  • To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives, and solution realisation to all of Computacenter’s customers
  • Out-of-hours rotational standby
  • Ad-hoc out of hours work as required for changes and project work

 

Essential Knowledge/Skills

5 years’ experience in the following areas:

Main Duties.

  • Ensure that SCCM is stable, optimally configured and effectively managed.
  • Ensure compliance by proactively ensuring that the latest patches and/or hotfixes are applied.
  • Provide second line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.
  • Work with incident management, service desk, other technical teams and the customer as required.
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Provide detailed and effective communication to internal teams and customers.
  • Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
  • Follow through on issues with vendors for a timely resolution.
  • To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives, and solution realisation to all of Computacenter’s customers.
  • Be IT Security conscious at all times

 

Essential Knowledge/Skills.

  • MS System Center Operations Manager
  • MS System Center Configuration Manager
  • Intune
  • Windows Server 2008R2 – 2019 including Clustering, WMI, Perfmon
  • SQL understanding including report authoring
  • Network Fundamentals, TCP/IP, SNMP
  • Good knowledge of IT platforms, equipment, and applications.
  • Nomad


Desirable Knowledge/Skills

  • Experience in previous monitoring, discovery, or server / network automation products.
  • PowerShell Scripting.
  • Azure Stack
  • Night Watchman
  • Virtualization knowledge – VMWare and Citrix
  • Storage Device Understanding


Essential Qualifications


Desirable Qualifications
 

 

Behavioural Characteristics or Competencies

Professional / Cognitive skills

Strong written and oral communication in English is a must.  Strong presentation skills are considered an asset

Strong and proven troubleshooting ability in a large scale, fast-paced operations environment

Demonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneously

Ability to make timely and sound decisions under conditions of uncertainty and / or stress

Ability to design solutions and develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both Computacenter and its customer base

Ability to manage client and management expectations, keeping all stakeholders informed about projects and / or incidents

Ability to adjust plans to respond to changing business priorities

Excellent planning and organizational skills with an ability to understand the long-term ("big picture")
 

People Skills

Ability to work collaboratively within a team sharing ideas and gaining consensus on a proper solution

Effective and personable communication with customers and vendors to achieve desired results

Ability and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the team

Desire and drive to attain results and closure on issues even if faced with resistance & reluctance

Reliability and commitment to getting the job done (including after hours as required
 

Working Hours 

Cover core UK working hours

Work overtime when required and approved

Be willing to work some SA public holidays in return for overtime remuneration or time in lieu

 

Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter

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