Senior Associate Sw Engineer

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

**Stakeholder engagement**:

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Internal**: engage with internal Service desk and L1 services engineering team for any support related issues, provide assistance, instructions and general direction to L1 engineers and manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for all such engagements. Provide updates to cross functional services or client advocacy on incidents / tickets that require their attention
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External**: proactively act as first-line technical support for clients (including the analysis, assignment and escalation thereof).

**Value Chain Linkage**:

- Managed Services Operations Center
- Managed Services Center of Excellence (CoE)
- Managed Services Transition
- Managed Services Cross Functional Services

**Skills and attributes**:**Managed Services**:
Identifies and resolves technical problems and fulfills requests following agreed procedures. Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents. Plans and carries out agreed maintenance and proactive tasks and fulfills requests as required. Works with L1 and L3 engineering teams for changes, capacity, continual service improvement, identifying opportunities to increase efficiencies.

**Service Level Management**:
Proactively monitors the ticket queues along with consistent updates of the tasks completed to confirm the resolution of incidents or completion of requests within agreed SLAs. Monitors work queues (for example: Incident, Request, Problem) to ensure tasks are completed within agreed SLA. Tracks work queues and escalates to Team / Tech Leads for any possible SLA breaches.

**Incident Management**:
Follows work instructions / SOPs along with inherent technical capabilities to identify, analyze, diagnose and resolve incidents and requests. Interacts with client to gather additional info to enable faster resolutions of incidents / requests. Actively analyses incidents / requests to produce knowledge articles enhancing knowledge base as quick referral for Service Desk and L1 teams increasing First time resolutions. Actively contributes and works with automation teams for effort optimizations and automating routine tasks.

**Configuration Management**:
Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes. Identifies root cause of non-compliant configuration items and takes ownership to remediate. Also ensure no unauthorised changes are executed on the CI.

**Problem Management**:
Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix. Actively contributes to the problem management process and takes ownership for problem tickets assigned to him / her. Engages and work with L3 engineering team for appropriate decisions and work for implementation of the necessary corrective and preventive actions

**Teamwork**:
Actively collaborates with local and global teams for effective working. Adapts to global work culture and coaches junior team members and also L1 engineers and Service Desk teams. Actively networks with CoEs and cross functional teams. Participates in all team events and organisation initiatives.

**Work Outputs**:**Monitor operational infrastructure**

The MS - Services Engineer (L2) takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA.
**Identify problems and errors**

The MS - Services Engineer (L2) proactively identifies problems and errors before they impact a client’s service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including client’s IT team, vendors, carriers and necessary Dimension Data functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.

**Incident management**

As required, the MS - Services Engineer (L2) will take responsibility receiving calls and incidents at the services desk. They assist in the analysis and resolution or assignment of a ticket. Actively communicates with all internal teams, client or vendor for all troubleshooting tasks, with consistent updates to tickets on the progress and resolution. Resolves most of the incidents, actively seeks sup