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 Web Ex with support.
• Install, update, maintain and utilize the Dell EMC systems management tools (Open Manage Enterprise, Support Assist & Tech Direct).
• 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.

• 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.

• Hold daily review meetings to review progress and refine goals and priorities.
• Execute against the backlog and record in sprint tracker.

• Provide a report reflecting the services performed and demonstrate any completed work.

• Backlog planning and prioritization.
• Daily review meetings.
• Execution against backlog.
• Wrap-up and demonstration of completed work.