Make an impact with NTT DATA
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Your day at NTT DATA
The Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.
Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Engineer (L2) is able to restore service to clients.
The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
This role may also contribute to / support on project work as and when required.
Key Responsibilities
What you'll be doing
- Proactively monitors the work queues.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients for extending support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
- Identifies problems and errors before they impact a client's service.
- Provides Assistance to L1 Engineers for better initial triage or troubleshooting.
- Leads and manages all initial client escalation for operational issues.
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
- Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
- Relevant certifications include (but not limited to) -
- CCNP or equivalent certification
- CCNA certification in must, CCNP in Security certification is good to have
Required Experience
- Daily routing/operation task/support for network/security systems and tools including Network Switches, Firewalls, Tools, and other security technologies
- Maintain/create the network diagram, standard operation procedure based on operational need basic
- Perform patch, upgrade, and backup regularly or ad-hod basic
- Experience in managing and operation of network, security, and operation tools
- Switch ( Cisco, Juniper, HP
- Router ( Cisco, HP )
- Firewall ( Paloalto, FortiGate, Juniper SRX )
- Linux and NMS tools
- Knowledge in (Cisco Wireless, ISE, DNAC DNS, DHCP, LDAP, RADIUS, 2FA)
Workplace Type
On-site Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
