Description

Downer uses Managed Service Providers (MSPs) to deliver the support and maintenance of our Azure services. As an Azure Engineer, you will be responsible for ensuring the partners successfully deliver support of IT services to meet the needs of customers and stakeholders. Working closely with cross-functional teams, vendors, and customers, you will manage the vendor to deliver to the agreed SLAs and support ongoing service improvement. This will include strong focus on Fin Op’s and value offering to the customers of the Azure services Downer Digital provides. This role requires strong technical skills, customer service orientation, and the ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Own the Fin Op’s capability and ensure the vendor is identifying on going optimisation opportunities. Ownership includes engaging with the vendors to understand opportunities and engaging with customers of the service to drive optimisation.
Through effective vendor governance processes monitor service availability, performance, and reliability, and proactively identify and address issues to minimize downtime and disruptions to service delivery.
Understand service requests and incidents managed by the vendor including detected through monitoring tools ensure the vendor troubleshooting of technical issues completes to resolution.
Support the vendors to coordinate with internal teams, vendors, and third-party providers to resolve technical issues, escalate unresolved issues as needed, and ensure timely resolution of service disruptions.
Manage service delivery projects and initiatives, including technology upgrades, migrations, and deployments, to ensure successful delivery on time and within budget.
Ensure documentation of service delivery processes, procedures, and configurations, and maintain accurate records of system configurations, changes, and updates.
Provide technical support and guidance to customers and end-users, including training and troubleshooting assistance, to ensure they can effectively use IT systems and applications.
Collaborate with IT teams to identify opportunities for process improvement, automation, and optimisation to enhance service delivery efficiency and effectiveness.
Participate in service performance reviews and service level agreement (SLA) meetings with customers and stakeholders, and communicate service performance metrics and improvements.
Stay current with emerging technologies, industry trends, and best practices in service delivery and IT operations, and make recommendations for continuous improvement and innovation.

Qualifications

Bachelor's degree in information technology, computer science, or a related field; relevant certifications (e.g., CompTIA A+, Microsoft Certified Solutions Associate) are advantageous.

Skills and Experience

Minimum 5 years experience in IT service delivery or technical support roles, with a focus on deploying, configuring, and maintaining IT systems and applications.
Strong business acumen and financial understanding of business and cloud operations
Strong technical skills with experience in configuring and troubleshooting operating systems (e.g., Windows, Linux), networking technologies (e.g., TCP/IP, DNS), and cloud platforms (e.g., AWS, Azure).
Experience with IT service management tools and software, such as ServiceNow, Remedy, or Jira Service Management, for managing service requests, incidents, and changes.
Excellent communication and interpersonal skills with the ability to effectively communicate technical information to non-technical audiences and collaborate with cross-functional teams.
Ability to work effectively in a fast-paced environment, prioritise tasks, and manage multiple priorities and deadlines.
Strong problem-solving skills with the ability to analyse complex technical issues, identify root causes, and develop effective solutions to address them.
Customer service orientation with a focus on delivering high-quality service and support to customers and stakeholders.
Commitment to continuous learning and professional development, with a desire to stay current with emerging technologies and best practices in service delivery and IT operations.

Downer offers employees a range of career support programs, wellbeing packages and financial benefits, available through us and our selected partners, including:

ASX listed company; known for career planning and progression opportunities
Flexible work from home options available
EAP Program, Salary sacrifice superannuation;
Banking, vehicle, and travel & accommodation discounts
Discounts on technology products;

Click “Apply Now”.

*** Please Note: Applications will not be accepted by email.

Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.

Please note, screening and interviews may take place prior to the closing date – applications may also close before this date.

To view our other current opportunities, head to careers.downergroup.com/.

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