Managed Services Engineer

hace 4 días

Madrid, España NTT DATA A tiempo completo

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**
As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).

You'll proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken. Identifying, analysing, and logging issues before they escalate will be a key part of your role. You'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.

As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift. When needed, you'll escalate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.

You'll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues. Contributing to the change management process, you'll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality. Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts. You might also support disaster recovery functions and other related tasks as needed.

**To thrive in this role, you need to have**:

- Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools.
- At least one technical certification in the above-mentioned technologies.
- Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
- Adaptability and resilience in a dynamic work environment.
- Ability to communicate and work effectively across different cultures and social groups.
- Proficiency in active listening and client-centric communication.
- A positive outlook and the ability to work well under pressure.
- A client-first attitude, always seeking to create positive client experiences.
- A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.

**Workplace type**:
Remote Working

**About NTT DATA**

**Equal Opportunity Employer**

**Third parties fraudulently posing as NTT DATA recruiters

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