MS Technical Specialist - L3

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Your day at NTT DATA

The Networking Managed Services Engineer (L3) is responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

This role may also contribute to / support on project work as and when required.

What you'll be doing

Key Roles and Responsibilities:

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
• Performs necessary checks, apply monitoring tools and respond to alerts
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assists in analyzing, assigning, and escalating support calls
• Investigates third line support calls assigned and identify the root cause of incidents and problems
• Reports and escalates issues to 3rd party vendors if necessary
• Provides onsite technical support to clients and provide field engineering services to clients
• Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identifies opportunities for work optimization including opportunities for automation of work
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• 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
• 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
• Additional skills proficiency such as:
  • 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

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNP or equivalent certification
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Required Experience:

• Seasoned years of work experience
• Seasoned experience required in Engineering function within a medium to large ICT organisation
• Seasoned experience of Managed Services
• Excellent working knowledge of ITIL processes
• Excellent experience working with vendors and/or 3rd parties

Workplace type:

On-site Working

About NTT DATANTT 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 EmployerNTT 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.