Latest Jobs at Layer3

Job Purpose

• You will be responsible for designing, building, and testing the cloud infrastructure services components comprising the cloud infrastructure as well as providing level 3 support.
• Also responsible for working to make sure the underlying cloud infrastructure architecture and technical decisions support their cloud services, service tiers, and OLAs needed to meet business needs.

Responsibilities

• Design and architect end to end validated solutions which represent real world cloud provider implementations
• Build validated solutions, as needed design and architect the solution stack and configure equipment to kick the project off
• Function as the technical product expert for specific cloud provider solution areas
• Work closely with the cloud business unit providing input on & formal review of product functional specifications prior to development, provide feedback on releases and feature implementations
• Partner with the product management to successfully guide product design, implementation, release, testing, and maintenance
• Work across business units to provide input to VMware product and engineering teams on cloud provider specific product features and functional specifications prior to development
• Interact with Product Management and Product Engineering to become a technical expert on selected VMware technologies various teams to gather and shape requirements for presentations to senior level leaders.

Qualifications / Experience

• Bachelor's Degree or higher in Computer Science, Engineering, Mathematics, related field or equivalent
• 3+ years of experience in technology related areas including: enterprise systems management and infrastructure (datacenter) architecture experience with significant depth around designing, implementing, and managing critical business infrastructure.
• 3+ years of experience with Virtualization: Virtualization Server, Storage, Desktop, Network; Reducing Sprawl
• VMware Certified Professional (VCP) Certification and VMware Certified Advanced Professional (VCAP)Certification are desired
• 3+ years of experience with Infrastructure-Based Processes: Monitoring, Capacity Planning, Facilities Management, Performance Tuning, Asset Management, Disaster Recovery, Data Center support
• 2+ years of experience with Servers, Infrastructure, Platform Sizing, Infrastructure Cost Reduction
• 2+ years of experience with legacy system engineering assessments, discovering the build and details surrounding the system in order to rebuild it in a new hosted environment
• At least 2 years of experience with server virtualization
• At least 2 years of experience with any of the following technologies: AWS, VMWare, Microsoft Azure or Google Cloud Platform
• The ideal candidate should have relevant and current VMware experience with vSphere, vCloud Director, NSX and vRealize Operations.
• A strong understanding of IT automation, management, orchestration and cloud management platform capabilities driving IaaS, SaaS and PaaS is a requirement
• Experience working with routers, switches, provisioning, firewalls and security is desired
• Ability to work in a collaborative and fast paced environment
• Self-motivated and able to deliver on projects after being given high-level objectives.
• Experience consulting with customers and stakeholders on strategies for deployment of new cloud technology implementations, monitoring and optimization
• Experience delivering end-to-end infrastructure management solutions in a cloud provider environment and improving infrastructure operations through better use of monitoring, automation, cloud coding and scripting best practices.

go to method of application »

Scope

• The primary responsibilities of the Service Delivery Manager are to supervise the day-to-day operations of the Service Delivery & Customer Support teams to ensure all customer service level agreements, satisfaction, and company expectations are met while also providing direct customer support when needed. 
• This individual will support the Service Delivery & Customer Support teams in achieving individual and departmental goals, and monitor all team’s activity queues to ensure phone calls and emails are answered in an effective and efficient manner.

Responsibilities
Functional:

• Observe direct reports to ensure compliance with process, quality, and productivity standards.
• Utilize the defined reports and metrics to maximize productivity while achieving individual and department objectives.
• Manage team escalations, ensuring delivery of complete and timely customer and internal communications.
• Perform root cause analysis and implement corrective action plans associated with negative customer experiences.
• Manage team’s daily schedule to ensure staffing levels are met and use of overtime is minimized.
• Create and manage individual development plans for each team member to ensure their ongoing growth and success.
• Review, amend, and finalize employee timecards biweekly.
• Assist with the creation and execution of strategic initiatives.
• Review processes, procedures, and work instructions to identify and implement continuous process improvements, efficiencies, and quality in support of strategic initiatives.
• Efficiently prioritize and execute tasks in a high-pressure environment.
• Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics Policies and support Optus’ team approach to quality.
• Other duties or tasks as assigned by management.

Leadership:

• Instruct direct reports on job duties and arrange for training to be provided to meet the continued demands of the organization.
• Engage with customers via follow-up calls, service reviews, or onsite visits to ensure customer satisfaction.
• Efficiently manage personnel resources to maximize productivity and quality results.
• Facilitate team meetings; intervene as necessary to keep the team’s goals and results consistent with company direction and work with the team members to develop their full potential.
• Hold regular meetings (including one-on-one) to discuss issues, changes, improvements, and strategies that affect the group and/or the company.
• Initiate and conduct personnel actions such as discipline, performance evaluations, and training.
• Provide direct reports with guidance on handling difficult or complex problems.
• Drive improvement through suggestion processes, process improvement teams, and root cause analysis.
• Create and execute workforce development plans to drive employees to a career path.
• Responsibility For Work of Others: Direct supervision over - the Service Delivery & Customer Support team.

Requirements

• Bachelor's Degree (B.Eng / BS), three to five years related experience and/or training or equivalent combination of education and experience.
• Telecom or Technology experience required.
• Call Center experience preferred.
• Extensive experience in Microsoft Word and Excel spreadsheet development required.
• Must possess strong oral, written communication and analytical skills.
• Strong organizational and administrative skills and a positive, professional attitude.
• Must be able to multi-task and handle stressful situations in a professional manner.
• Must be able to show strong leadership abilities and a history of leadership in a team-oriented work environment and have a strong desire to be a part of a winning organization allowing for employee growth and development.

Physical Demands / Working Conditions

• Occasional travel to off-site customer locations as needed. Ability to read, write, and communicate both orally and written to external and internal customers and employees.