Support Service Team Leader

6 days ago

Cairo, Egypt Giza Systems EG Full time

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 mínimal 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

Empl

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