Network Engineer
hace 7 días
About the Role
We are seeking a highly skilled Network Managed Services Engineer to join our team. As a Network Managed Services Engineer, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactive monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients.
Key Responsibilities:
- Proactively monitor the work queues and perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Update tickets with resolution tasks performed and identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Capture all required and relevant information for immediate resolution and provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extending support and 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 and escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Work with automation teams for effort optimization and automating routine tasks and coach Service Desk and L1 teams for technical and behavioral skills.
- Establish monitoring for client infrastructure and identify problems and errors before they impact a client's service and lead and manage all initial client escalation for operational issues.
- Contribute 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 and ensure all changes are carried out with proper change approvals.
- Plan and execute approved maintenance activities and audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort and may also contribute to / support on project work as and when required.
Requirements:
- Ability to communicate and work across different cultures and social groups and ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work and ability to work well in a pressurized environment and 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 and 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 and additional skills proficiency such as (but not limited to) -Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor.
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience) and CCNP or equivalent certification and certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
- Moderate level of relevant managed services experience and moderate level knowledge in ticketing tools preferably Service Now.
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.
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