Managed Services Engineer

JOB DESCRIPTION NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever.By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.Want to be a part of our team?The Managed Services Cross Technology Engineer (L2) is 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 Cross Technology Engineer (L2) is able to restore service to clients.Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).This role focuses on second-line support for incidents and requests with a medium level of complexity.This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.This role may also contribute to / support on project work as and when required.Working at NTTKey Roles and Responsibilities:Proactively monitors the work queuesPerforms operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdates tickets with resolution tasks performedIdentifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides second level support to all incidents, requests and identifies the root cause of incidents and problemsCommunicates with other teams and clients for extending supportExecutes changes with clear identification of risks and mitigation plans to be captured into the change recordFollows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shiftEscalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to managementWorks with automation teams for effort optimization and automating routine tasksAbility to work across various other resolver group (internal and external) like Service Provider, TAC, etcIdentifies problems and errors before they impact a client's serviceProvides Assistance to L1 Security Engineers for better initial triage or troubleshootingLeads and manages all initial client escalation for operational issuesContributes 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 ItemsEnsures all changes are carried out with proper change approvalsPlans and executes approved maintenance activitiesAudits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articlesProduces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effortMay also contribute to / support on project work as and when requiredMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic 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:CCNP or equivalent certificationCCNA certification in must, CCNP in Security or PCNSE certification is good to haveMicrosoft Certified: Azure Administrator AssociateAWS Certified: Solutions Architect AssociateVeeam Certified EngineerVMware certified Professional: Data Centre VirtualizationZerto, pure, vxrailGoogle Cloud Platform (gcp)Oracle Cloud Infrastructure (oci)SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4SAP Technology ConsultantSAP Certified Technology Associate - SAP HANA 2.0Oracle Cloud Infrastructure Architect ProfessionalIBM Certified System Administrator - WebSphere Application Server NetworkRequired Experience:Moderate level years of relevant managed services experience handling cross technology infrastructureModerate level knowledge in ticketing tools preferably Service NowModerate level working knowledge of ITIL processesModerate level experience working with vendors and/or 3rd partiesSkills SummaryIncident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), TroubleshootingWorkplace type: Remote WorkingEqual Opportunity EmployerNTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected categoryJoin our growing global team and accelerate your career with us.Apply today.A career at NTT means:Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good.With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing.Where diversity and different perspectives are embraced to ensure equal opportunities for all.Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.