Senior Dynatrace Services Engineer

Job description / Role

Job Description
- Assist in providing technical support and decisions for projects and service Requests.
- Be an escalation point for the most complex and critical customer issues.
- Represent the best of Dynatrace's technical expertise in helping customers with their solutions.
- The ability to assist in leading all aspects of delivery (prioritization, tracking, etc.) by coordinating with internal & external resources.
- Work closely with project managers to create and update project plans.
- Obtain Dynatrace Professional Certificate in 6 months.
- Maintain incident tracking databases.
- Always follow VAS escalation procedure.
- Arrange regular site visits as part of our customer relations.
- Assist Sales Managers with customer visits when requested and time permitting.
- Stay up to date with the industry developments and new product announcements

Personal Skills
- Excellent command of English.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical solutions to non-technical stakeholders.
- Very Good problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
- Ability to work a full-time shifts schedule including nights, weekends, and holidays.

Requirements

Technical Skills
- Experience with software application support, including troubleshooting, issue resolution, and customer communication.
- Experience with software development methodologies.
- Basic understanding of how cloud-based software solutions work.
- Good experience with one or more of the following technologies:
- Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.
- Strong architectural understanding of either the JEE or .NET platform and how it works, and a self-directed willingness to learn about other platforms and "new stack" technologies.
- Clear understanding of highly distributed applications and how they interconnect and communicate, from the browser or mobile app, through the cloud, CDNs, and third parties, into the data center, and through to the back end.

Education
- Bachelor's degree in computer science, Information Technology, or a related field.

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.