Senior Platform and Compute Engineer

1 month ago

Johannesburg, Gauteng, South Africa Logicalis Full time
Job Description

Logicalis is a leading international solution provider, offering digital enablement services to help customers harness digital technology and drive business outcomes.

Our customers span industries and geographical regions, and our focus is on engaging with the dynamics of our customers' vertical markets, including financial services, TMT, education, healthcare, retail, government, manufacturing, and professional services.

We apply the skills of our 4,000 employees in modernizing key digital pillars, including data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernization.

Role Purpose

The Platform and Compute Support Team is responsible for ensuring the smooth running of our enterprise cloud, managed private clouds, managed services customer environments, and internal cloud environments.

This involves performing routine maintenance, testing failover and backup, implementing best practices, and proactively monitoring alerts and status changes.

As a Senior in the team, you will be considered an escalation point, participating in high-impact, high-urgency incidents, and contributing to process improvements.

Key Responsibilities
  • Maintain service availability for customers by performing routine maintenance, failover testing, and implementing best practices.
  • Perform project-related duties with regards to new and changing infrastructure deployments.
  • Regularly update customers on progress of incidents, problems, and changes by telephone and email.
  • Regularly update the Logicalis ticketing system with quality notes detailing progress and actions completed on open incidents, problems, and change requests.
  • Complete customer Change Requests, including impact and risk analysis, and implement out-of-hours changes where required.
  • Provide technical consultancy to all other areas of the business to ensure the integrity, performance, and support of new opportunities that involve Platform and Compute Support.
  • Provide prompt senior technical assistance on customer incidents when Tier 1 skills have exhausted resolution attempts.
  • Find technical solutions to problems where necessary and practical, without compromising the commercial viability of current and future platform solutions.
  • Stay up to date and accredited within the current technologies.
  • Capture repeat faults and undertake root cause analysis.
  • Proactively identify fault trends.
  • Work as part of the on-call rota and ensure resources are always available 24/7, responding within SLA time frames to any calls from out of hours.
  • Attend the Change Advisory Board for customer change requests.
  • Attend meetings and working parties to represent Platform and Compute Support where necessary.
  • Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
  • Attend customer sites for onsite project and support-related activities.
  • Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.
  • Work closely with the solutions area of the business regarding developing new services and proposals.
  • Ensure all Customer documentation is kept up to date.
  • Provide input to customer-facing Technical Incident Reports.
  • Help identify gaps in existing technical documentation, knowledge, and skills.
  • Create and maintain technical customer documentation.

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