Job Description

Software System Sr Engineer, Application End User Support (Remote within USA) -Azul

Dell Technologies customers rely on our products and services to drive progress. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges, and initiatives. Our delivery team provides holistic support and proactive monitoring to maintain the overall health of IT applications, tools, and infrastructure in complex global businesses. We are subject matter experts in hardware, software, security, information access, system performance and data integrity. Were also a team of experts in undertaking design, support, monitoring, and system tuning activities across the entire application stack; including end-user UI, web and application servers and databases. Together, we work through the entire infrastructure and application lifecycle to manage complex, high risk projects from design to delivery.

Join us as a Software SystemSenior Engineer, Application End User Support on our remote Service Delivery team in the United States to do the best work of your career and make a profound social impact, supporting one of Dells largest customers.

What youll achieve

As a Software System Senior Engineer, Application End User Support you will provide the processes, infrastructure and resources to ensure effective and streamlined responses to user or system-generated requests and incidents across a wide range of impacts and types of incidents. You will use your deep background in managing projects in various aspects of computing infrastructure, shared services and application support services.

You will be the SME (Subject Matter Expert) and provide support for incident resolution, DR recovery planning and requests for service/information.

Additionally, you will utilize your experience with ITIL Service Operation and success working under minimal supervision to plan, direct and coordinate activities to drive expedient and efficient restoration of services during a critical incident.

You will:

* Provide production support of moderately complex applications in production by troubleshooting issues, proposing solutions, developing and testing fixes, and migrating solutions

* Provide SME support to root cause analysis (RCA) investigations

* Ensure proper ITIL standards are maintained as incidents spawn problem and change records, and follow up to ensure timely resolution of related problems and changes

* Provide end user support for application knowledge and data to answer questions, clarify or provide training on application issues

* Communicate and collaborate with end users writing change requests to resolve tickets and develop documentation to work around application issues

* Initiate system/software change requests to address defects

* Introduce proactive, corrective, and preventative measures to ensure and improve ongoing system stability

* Support customer service requests from investigation, response, work-around or correction

Every Dell Technologies team member brings something unique to the table. Heres what we are looking for with this role:

Essential Requirements

* 5+ years of related experience in a professional role with a Bachelors degree

* Application administration experience and requirements necessary to troubleshoot application environments

* Comprehensive knowledge of application programming and design to analyze and isolate issues

* Ability to analyze and develop solutions to highly complex problems

* Thorough understanding of Client/Server Networks

* Experience developing innovative and creative output based on interpretation and analysis that improves business performance and contributes to corporate goals and strategic intent

* Must be U.S. Person

Desirable Requirements

* ITIL v4 Certification

* Advanced ability to effectively troubleshoot program errors

* Expertise in motivating technical resources to engage and resolve issues

* Ability to blend creativity, problem solving, and technical skills for refining existing theories or developing new system approaches to seize opportunities and sustain business success.

* Experience with Microsoft Team Foundation (TFS), ServiceNow, GITLAB

Heres our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. Were proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

Whats most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didnt stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of whats next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

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. Read the full Equal Employment Opportunity Policy here.