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We are seeking a highly skilled Networking Managed Services Engineer to join our team at NTT DATA. As a key member of our team, you will be responsible for providing exceptional technical support and services to our clients.
Key Responsibilities- Incident Management: Proactively monitor work queues and perform operational tasks to resolve incidents and requests in a timely manner, ensuring that service level agreements (SLAs) are met.
- Technical Support: Provide second-level support for incidents and requests, identifying root causes and implementing solutions to prevent future occurrences.
- Communication: Communicate effectively with clients and internal teams to ensure seamless support and resolution of issues.
- Change Management: Execute changes with clear identification of risks and mitigation plans, capturing all relevant information in change records.
- Knowledge Sharing: Share knowledge and best practices with colleagues, contributing to the development of our team's technical expertise.
- Monitoring and Analysis: Establish monitoring for client infrastructure, identifying problems and errors before they impact service.
- Escalation: Escalate tickets to seek additional support from CoE and other teams, as needed.
- Automation: Work with automation teams to optimize effort and automate routine tasks.
- Coaching and Development: Coach Service Desk and L1 teams on technical and behavioral skills.
- Education: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications: CCNP or equivalent certification, with certifications relevant to the services provided carrying additional weightage.
- Experience: Moderate level of relevant managed services experience, with 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.
