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Senior Network Systems Engineer
hace 1 mes
Key Responsibilities:
Our Networking Managed Services Engineer (L2) plays a crucial role in ensuring the operational readiness of client IT infrastructure and systems. This involves proactively monitoring, identifying, investigating, and resolving technical incidents and problems to restore service to clients. The primary objective is to review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLA).
Key responsibilities include:
- Proactively monitoring work queues and performing operational tasks to resolve incidents/requests in a timely manner within agreed SLA
- Updating tickets with resolution tasks performed
- Identifying, investigating, analyzing issues and errors, and logging all such incidents in a timely manner
- Capturing all required and relevant information for immediate resolution
- Providing second-level support to all incidents, requests, and identifying the root cause of incidents and problems
- Communicating with other teams and clients for extended support
- Executing changes with clear identification of risks and mitigation plans to be captured into the change record
- Following 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
- Escalating all tickets to seek the right focus from CoE and other teams, if needed, continue the escalations to management
- Working with automation teams for effort optimization and automating routine tasks
- Coaching Service Desk and L1 teams for technical and behavioural skills
- Establishing monitoring for client infrastructure
- Identifying problems and errors before they impact a client's service
- Leading and managing all initial client escalation for operational issues
- Contributing 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
- Ensuring all changes are carried out with proper change approvals
- Planning and executing approved maintenance activities
- Auditing and analyzing incident and request tickets for quality and recommending improvements with updates to knowledge articles
- Producing trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
Requirements:
The ideal candidate will have a moderate level of relevant managed services experience and moderate-level knowledge in ticketing tools preferably Service Now. Additionally, a Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience) and CCNP or equivalent certification are required. Certifications relevant to the services provided will carry additional weightage on a candidate's qualification for the role.
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. 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.
