Senior Implementation Specialist

Senior Implementation Specialist Responsibilities Perform installation and re-configuration of server hardware components for re-deployment in customer's datacenters. Assist with troubleshooting issues for servers located in that particular data center. Act as a point of escalation for server issues, especially if Dell requires an on-site field resource to gather logs, troubleshoot or engage in a WebEx with support. Install, update, maintain and utilize the Dell EMC systems management tools (OpenManage Enterprise, SupportAssist & TechDirect). Participate in monthly Service Delivery Review meetings conducted by Dell TSM. Establish regular monthly cadence meetings with Dell Sales and pre-sales teams to ensure SOW and customer expectations are being met. Provide proactive and reactive support to the customer’s environment. Work closely with the Service Account Manager and Customer to quickly resolve any issues. Provide assistance with determining root cause analysis and remediation for any known bugs or issues. Troubleshoot failed hardware components or advise the customer for items out of scope of this Statement of Work; software-related queries will be addressed with Dell Technical Support via phone by the Customer. If required, contact the System Consultant or Service Account Manager for additional troubleshooting assistance. If required, contact a 3rd party Service Provider for additional troubleshooting assistance. If required, perform component‑level upgrades on existing systems (e.g., add RAM, hard drives, or add‑on cards), provided the upgrade is fully supported. Planning and Goal Setting Obtain from the customer and review the site technical requirements/architecture. Conduct a goal meeting of approximately two (2) hours and agree on a prioritized set of goals and daily plan of tasks, recorded in sprint backlog. Execute against the backlog and record in sprint tracker, limited to the fixed time period of this service. Daily Review Meetings and Task Execution Hold daily review meetings to review progress and refine goals and priorities. Execute against the backlog and record in sprint tracker. Project Conclusion Provide a report reflecting the services performed and demonstrate any completed work. Activities and Outcomes Backlog planning and prioritization. Daily review meetings. Execution against backlog. Wrap-up and demonstration of completed work. #J-18808-Ljbffr