Service Delivery Engineer Job Description

Service Delivery Engineer Job Description

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Service delivery engineer provides subject matter expertise in the areas of VMWare, Cisco UCS, Virtualization Technologies and Windows Server operating systems.

Service Delivery Engineer Duties & Responsibilities

To write an effective service delivery engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included service delivery engineer job description templates that you can modify and use.

Sample responsibilities for this position include:

Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services
Provide engineering support and assist in client technical discussions, proposals, development, & management in the managed services arena
Prepare detailed solution design documents for client's review
Creates and delivers weekly reports to client and internal project teams describing network status, trends, recommendations, and opportunities for improvements
Ensures that all Service Level Agreements (SLAs) are met
Ensures the assigned clients are receiving all Root Cause Analyses (RCAs) and supporting documents for support issues
Acts as the support escalation point for their clients overseeing resolution and client satisfaction
Understands and interprets data points collected in various systems, including but not limited to WhatsUp Gold, Fortinet, Cisco, and Dell
Attends and presents during client health-check meetings
Creates client specific knowledge base and ensures that it is maintained

Service Delivery Engineer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Delivery Engineer

List any licenses or certifications required by the position: ITIL, IAITAM, RHCE, AWS, EMC, MS, RHCSA, MCITP, MCSE, CCNP

Education for Service Delivery Engineer

Typically a job would require a certain level of education.

Employers hiring for the service delivery engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Technical, Engineering, Computing, Business, Communication, Cyber Security, Voice, Information Systems, Electronics

Skills for Service Delivery Engineer

Desired skills for service delivery engineer include:

HP server and storage technologies
VMware Vsphere infrastructure
Microsoft Windows client and server operating systems
ITIL
Networking technologies
Windows environments- specifically:
Batch files
ISO 27001
Mac OSX
Scripting in PowerShell

Desired experience for service delivery engineer includes:

Creates client-specific support processes
Work with the Project Management team to ensure the client's expectations are understood and met during all stages of the project/support lifecycle
Utilizes, provides, develops, and maintains the same levels of activities, services, and professionalism when dealing with any client served by any division of the company regardless of the manner in which the customer was contacted
Provides technical advice and support for real time analysis, control,and operation of the Converged Regional Area Network and Commercial
Agile development of software and infrastructure
Continuous integration and automated testing of developed code

Service Delivery Engineer Examples

1

Service Delivery Engineer Job Description

Job Description Example
Our growing company is looking for a service delivery engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service delivery engineer
  • Service Delivery Deck - The Service Delivery Deck is produced on a monthly basis and includes KPIs, key messages, and scorecards regarding application health, incidents and change management, infrastructure service quality
  • Relationship Management – Lead is expected to work side-by-side with their Sr
  • Production Change Quality Adherence – Engineer Lead is responsible for assessing change impact and quality across the production environment
  • CAF (Critical Application Framework) - The CAF status is reviewed by the Engineering Lead on a monthly basis
  • Champions process improvements to reduce customer impacts, improve system availability/resiliency, monitoring capabilities change success and cost efficiencies
  • Responsible for the total cost of ownership and financial forecast of the infrastructure growth, investment or retirement
  • Ensures business and technology initiatives are planned and executed to meet our business and IT objectives
  • Specify and develop enhancements of current service delivery platform services for future platforms and integration with in-vehicle connectivity solution
  • Manage customer experience strategies, proposing improvements to business requirements, functional specifications and manage successful market launch
  • As Engineering Lead, the individual selected for this position will manage the workload of a team of employee and subcontractor engineers chartered with developing, managing, and maintaining the Windows desktop image for ESA IV customers
Qualifications for service delivery engineer
  • 7+ years supporting applications in various roles (Operations, Production support, AD, Infrastructure)
  • Strong Linux skills (No GUI
  • 5+ years’ experience working with configuration and systems management processes including operating system imaging, application packaging, software distribution, patch management, and scripting
  • Proficiency in Microsoft Windows Operating Systems including supporting technologies such as Active Directory and Group Policy
  • Strong customer service back ground and the ability to communicate highly technical topics to both technical and non-technical stakeholders
  • Ability to develop new solutions to complex technical problems
2

Service Delivery Engineer Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of service delivery engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service delivery engineer
  • Provide post-sale implementation and technical guidance to customers/partners
  • Reduce unnecessary costs associated with providing parts/engineer to site
  • Work with internal resources as needed to resolve client issues
  • Designing the concepts and processes, related to resource allocation management
  • Evaluating the input and output of systems, their overall architecture, to recommend improvements
  • Designing disaster recovery plans and enforcing backup and archive procedures
  • Designing and implementing solutions for data storage and maintenance
  • Upgrading software, applying patches, and ensuring the physical security of data
  • Creating specific reports and metrics for performance and data usage using office automation applications
  • Assists or undertakes the development and deployment of preventative maintenance procedures
Qualifications for service delivery engineer
  • Configuration, management, and performance tuning of App/Web tier (Apache, Jboss, Tomcat)
  • Strong technical background in .NET and/or JAVA
  • Encourage peers to reach to achieve their greatest potential
  • Must have in-depth knowledge with at least 5 yrs minimum experience in network management and customer support field
  • Must have 5 years of experience in Telecom service provider industry or Telco vendor industry
  • Experience building Cloud Management, DevOps, and/or ITOM (IT operations management) software
3

Service Delivery Engineer Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of service delivery engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service delivery engineer
  • Provide post-sale implementation and break/fix support to customers
  • Stay current with known bugs and product builds by reading technical release notes
  • Support the integration of new platforms, technologies and services
  • Build and maintain strong relationships with key stakeholders in the service delivery process
  • Identify opportunities for greater automation in daily operations
  • Plan and coordinate maintenance and configuration change activities
  • Provide technical support to customers when required
  • Perform platform and service acceptance tests when required
  • Be the first point of contact for IT issues
  • Work within a virtual team to provide support to staff around the global with IT issues escalating where necessary to other teams
Qualifications for service delivery engineer
  • Basic knowledge of signaling protocols (e.g., SS7, SIP,RFC 2833 )
  • VoIP and SIP telecommunications troubleshooting experience with emphasis on problem identification and resolution a plus
  • Competence to perform SIP debugging with tools such as Wireshark
  • Possess excellent verbal/written communication both in Spanish and English
  • Self-motivated and driven to identify and deliver appropriate solutions
  • Working knowledge of security tools, AIM, ITSC
4

Service Delivery Engineer Job Description

Job Description Example
Our company is growing rapidly and is hiring for a service delivery engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service delivery engineer
  • Administers ServiceNow Discovery and ServiceNow Service Mapping
  • Creates custom patterns, probes and sensors
  • Establishes discovery schedules
  • Reconciles discovery and service mapping anomalies
  • Configures and maintains MID (discovery/service mapping functions)
  • Troubleshoots, researches, and analyzes discovery related issues
  • Creates and validates service maps (working with service owners and SMEs)
  • Ensures service maps are accurate
  • Take ownership of and resolve medium and long term issues that affect customers’ services
  • Support IP production networks under the responsibility of MNO/CSD liaising with network and ground engineers when necessary
Qualifications for service delivery engineer
  • Minimum three years networking, telecommunications, or enterprise software application experience required with an emphasis in VoIP, SIP, SIP trunking, and router/firewall configuration
  • Ability to travel and commuting between market facilities as needed
  • Working knowledge of security tools, imaging, TSC, Service Now
  • Technical Degree in IT and/or Telecommunications (BAC +3)
  • Minimum of 5 years’ experience in an operations controller or related position
  • Minimum of 8 years working experience in the field of Information Technology, Communications Systems, IP networks or the broadcast video environment
5

Service Delivery Engineer Job Description

Job Description Example
Our innovative and growing company is looking for a service delivery engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service delivery engineer
  • Perform system administration duties on MNO/CSD production and monitoring infrastructure
  • Support engineering departments in the specification, design and testing of new hardware and software systems
  • Provide advanced technical support to customers as and when required and emergency cover on the MNOC console when required
  • The application of extensive programming skills in real customer implementation or engineering projects to develop innovative solutions or customer enhancements
  • Applying software development methodologies (Agile, Scrum, ) during internal and external projects
  • The analysis of business requirements and gaps in customer solutions
  • The design of specific software requirements within your application area
  • Take ownership of and resolve medium and long term issues that affect customers’ transmissions
  • Through coordination with the Sales Engineering Teams, develop a strong relationship with key customers acting as the point of contact for escalated Trouble Tickets
  • Maintain the highest level of operational and technical knowledge of the operational systems used by CSD in order to act as the systems expert in supporting 24/7 operations
Qualifications for service delivery engineer
  • Good knowledge of DTH/IP platforms and associated systems
  • Working knowledge of application interface protocols (SQL, XML, REST, SNMP )
  • Proven track record in service support and implementation
  • Knowledge of programmatic interface design and application
  • Self-driven innovative mindset
  • In depth knowledge of VSAT, Enterprise Data and/or broadcast video networks

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