Sydney, New South Wales, Australia
Primary Portfolio Change Auditing; Kepner-Tregoe; and Network Consulting. Secondary Portfolio Data Centre Consulting; Data Centre Training; and VTS. Job Description The Technical Consultant role is a multi-faceted role in which I am required to engage with clients from inception through to operation and ultimately decommissioning / migration for the specified product sets. This includes: • Initial identification and qualification of opportunities and clients; • Presentations / demo’s / PoC’s to showcase our product offering; • Architecture and design of solutions; • Pricing and commercial structure of the proposal; • Clarification and mitigation of client concerns; • Deployment of the service or solution within the client environment; • Client training on service or solution; and • On-going operation, reporting and support of the service / solution within the client environment. Given the nature of this role, I am expected to utilise both technical expertise and business acumen to maintain the integrity and reputation of the company through a consistent and high standard of work and by always acting in our clients’ interest.
Dimension Data is rolling out the Kepner and Tregoe ITSM PIM (Problem and Incident Management) methodology to all technical staff. As a program lead I form part of a group of trainers responsible for rolling out the training to Dimension Data. The ITSM PIM course covers: Situation Appraisal Problem Analysis Decision Analysis and Potential Problem Analysis
A memeber of the Process Audit and Compliance(PAC) team within Dimension Data - Cross Functional Services. Key responsibilities include: Process Component – Development and refinement of the Problem, Incident and Escalation Management processes for Dimension Data MEA. Development of Problem and Incident Management training collateral for Dimension Data MEA. Setup and early life support of the Problem Management process for new clients. Creation and upkeep of the PAC Problem Management service catalogue. Operational Component – Facilitating collaboration across the Dimension Data lines of business and owning client and executive communication for high impact Major Incidents across the Dimension Data MEA ‘Services’ division, through the use of the Major Incident procedure. Driving root cause analysis on high impact/visibility client Problems through use of the Problem management process and Kepner and Tregoe troubleshooting methodology. Management of executive level client escalations. A portion of my time is also dedicated to teaching Kepner and Tregoe ITSM PIM classes to Dimension Data staff.
Create Problem Management policy for the IT Outsourcing line of business within Dimension Data