Service Delivery Engineer

Technical Delivery Engineer - 2nd Line Connectivity: Location: Mangalore (Hybrid) Shifts: UK Shifts Employment Type: Full-Time Experience: 7 to 15 years Roles & Responsibilities : (What you’ll do) • Our Technical Delivery engineers have a strong focus on the client and delivery to meet their requirements, resolve issues and provide a professional service to their satisfaction. • The ideal candidate must have demonstrated responsibility of maintaining and developing the technical skills required to provide these services to our customers in accordance with performance indicators and service level agreements. • This will include maintaining good customer communication as a point of escalation and pro-actively managing internal support escalations through all supporting levels. • Day to day expectations include: o Responding to Incidents referred to team queue. o Resolving Incidents within the customer Service Level Agreement (SLA). o Planning, Scheduling and Completing Service Requests and at an agreed time with the customer, within SLA. o Implementing out of hours Service Requests o May be required to be part of on call rota to support out of hours Incidents (approx. 1 in 4 weeks). Qualification & what you have • Degree in an associated discipline and/or certification(s) would be advantageous. • Experience with project methodologies e.g. Agile, SCRUM, SDLC) • ITIL V3 Foundation (desirable) • Relevant technology certifications as appropriate Connectivity (e.g. NSE5, JNCIP, PCNSE, CCNP) Experience : • 3-5+ years of professional experience. • Working with relevant technology and delivering brilliant technical services including proven working experience in installing, configuring, and troubleshooting complex systems and environments. • Understanding of the ITIL processes, particularly change and incident management • Proven experience in delivering effective communication • Experience working in a fast-paced managed services environment desirable. Shifts : • Flexible to work in shifts as and when necessary

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