Technical Writer

About the role

The Managed Services Technical Writer position is responsible for the management and creation of all documentation relating to Managed Services service offerings (for both new services and revision of existing services capability). The role requires an understanding of ITIL and SIAM and high-level understanding of service delivery capability and operating model. It will require strong technical writing, process modelling and co-ordination/workshopping skills.

• Work Setup: Hybrid
• Shift: AEDT
• Location: BGC, Taguig

Key Responsibilities

• Responsible for workshopping and documenting new service capability as built for outsourced client deals to ensure re-use of IP across Managed Services sales.
• Work with Managed Services GTM team to ensure effective communication of new services to the business and service alignment
• Work with the Serivce Architects and bid teams to capture new service models for re-use on future deals and to ensure alignment and scale of these offerings
• Documenting service deliverable to allow for a comprehensive cost model to be created
• Building and managing all documentation relating to services including input into sales collateral, contracts, presentations and process related documentation
• Ensure that for every new service the following documents are in place and released, Service Overview, Scope of Service, Contract, External Presentation and Internal Presentation (where required)
• Provide and manage the documentation library to ensure easy access to service documentation including version control
• Liaise with Legal to ensure that all Scope of Service documentation is current and correctly reflects our Terms and Conditions of purchase.
• Management of process mapping and development, each capability should fit within existing processes and if not ensuring that the new processes are developed, socialised and implemented
• Map all documentation and processes based on analysis of service and contractual deliverables to ensure we meet our customer obligations
• Understand the scope, delivery mechanisms and processes of all services delivered by Managed Services
• Measurements for the success of this role will be based on time to market, quality of documentation and customer & business feedback
• Actively promote the Managed Services business and customer service philosophy
• As an employee of Dimension Data, your responsibility is to take reasonable care of the health and safety of yourself and others in the workplace. You must comply with Dimension Data’s Occupational Health & Safety Policy and all related information in accordance with relevant legislation. You should also report to your team leader any accidents, incidents, near misses, hazards, etc., as soon as possible.

Job Requirements

• Good understanding of IT networking, systems and high-level architecture
• Very high level of initiative, accountability, attention to detail and ability to follow process
• Understanding of Dimension Data GSOA systems and tools (on –the-job training provided)
• Strong technical writing skills, organizational, co-ordination, conflict and resolution skills

About Eastvantage

At Eastvantage, we believe in creating meaningful work relationships across the globe. Our premier managed services and outsourcing solutions enable operational excellence that results in business growth for our partners worldwide. With a team of inspired experts, we provide purpose-built solutions in the areas of software development, technology support, customer relationship management, and a variety of business support functions. The inspiration extends to measurable outcomes through 24/7 service delivery in 13 languages from our offices in the Philippines, India, Vietnam, Morocco and Bulgaria. Visit eastvantage.com to discover how we can help you succeed. For regular updates on the ongoing requisitions, please follow our careers page.