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Technology Service Management 'TSM' Senior Advisor - Remote oppo
AGAWAM MA 01001
Category: Computing
  • Your pay will be discussed at your interview

Job code: lhw-e0-88394505

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Dell

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  Job posted:   Tue Apr 17, 2018
  Distance to work:   ? miles
       
  1 Views, 0 Applications  
 
Technology Service Management 'TSM' Senior Advisor - Remote oppo
DESCRIPTION:


Technology Service Management TSM Senior Advisor - Remote opportunity in theBoston, MAarea


Are you a professional who has a strong technical background and passion for solving complex issues for customers? If so, we would love to hear from you!


As a DellTechnology Service Management TSM Senior Advisor you will have the opportunity to serve as a trusted advisor to our enterprise customers. You will be part of Dells Global Support & Deployment team working with our Pro-Support Plus and Pro-Support Flex for Data Center customers, as well as Legacy customers. As a Technical Account Manager, you will leverage your experience and provide consulting and end-to-end life-cycle management for complex data center technologies including various operating systems, servers, storage and networking from multiple vendors. You will be able to apply your IT service management skills by utilizing ITIL (Information Technology Infrastructure Library) based principles within a project management framework.


In this role, you will be responsible for working with key customer contacts at multiple levels. You will identify and align business and IT objectives, discover customer pain points, offer recommendations, and recognize current and future IT needs. You will play an integral part in helping our customers avoid unplanned outages by providing proactive preventative guidance. You will achieve this through the development and maintenance of a support service delivery plan and making recommendations for operational best practices both at tactical and strategic levels.


You will manage mission-critical support escalations and serve as an active member of the account team with early engagement throughout the sales and product life-cycle.


If you want to make a difference for Dell and its customers, then this is your opportunity!


Role Responsibilities


Relationship

- Maximizes the value of the customers investment in Dell products and services throughout the end-to-end customer life-cycle.

- Manages the account and it is the customers advocate.

- Acts as single point of contact for all support requirements as they pertain to the assigned customers environment

- Ensures effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, account teams, field service personnel, and customers


Prevention

- Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends


Optimization

- Identifies and leads continuous improvement activities in support of customer or internal business processes


Support

- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively


Collaboration

- Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness


QUALIFICATION:


Requirements

- Ability to effectively interact and communicate with Senior Executive to CxO-level personnel

- Excellent presentation, communications, and interpersonal skills

- 6+ years enterprise experience with data center technologies such as Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking


Preferences

- IT business process certifications (ITIL, Six Sigma, PMP, etc.)

- Technical certifications (MCSE, CCNA, Server+, etc.)

- 4+ years troubleshooting complex technical issues

- 4+ years IT infrastructure deployment experience

- 4+ years IT project management experience utilizing an accredited framework

- 4+ years vendor and maintenance management experience

- 4+ years data center management experience


Company Description:

With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dells team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.


Why work with us?

- Life at Dell means collaborating with dedicated professionals with a passion for technology.

- When we see something that could be improved, we get to work inventing the solution.

- Our people demonstrate our winning culture through positive and meaningful relationships. We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

- Our team members health and wellness is our priority as well as rewarding them for their hard work.


Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages.

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