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Networking Managed Services Engineer
hace 2 meses
We are seeking a highly skilled Networking Managed Services Engineer to join our team at NTT DATA. As a key member of our IT infrastructure team, you will be responsible for providing proactive managed services to our clients, ensuring their IT infrastructure and systems remain operational and secure.
Key Responsibilities- Incident Management: Proactively monitor work queues, perform operational tasks to resolve incidents and requests in a timely manner, and update tickets with resolution tasks performed.
- Problem Solving: Identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Communication: Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems. Communicate with other teams and clients for extended support.
- Change Management: Execute changes with clear identification of risks and mitigation plans to be captured into the change record. Follow the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalation: Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Automation: Work with automation teams for effort optimization and automating routine tasks.
- Coaching: Coach Service Desk and L1 teams for technical and behavioral skills.
- Monitoring: Establish monitoring for client infrastructure. Identify problems and errors before they impact a client's service.
- Leadership: Lead and manage all initial client escalation for operational issues.
- Technical Skills: 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.
- Knowledge and Attributes: 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). CCNP or equivalent certification. Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
- Required Experience: Moderate level of relevant managed services experience. Moderate level knowledge in ticketing tools preferably Service Now.
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. We are 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.
