Engineer Network Operations

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai is seeking a capable IT Service Desk professional to monitor, diagnose, and resolve incidents across client infrastructures. You will operate as a trusted second-line support specialist, handling medium complexity tickets and ensuring service levels are met.

You will collaborate with cross-functional teams, automate routine tasks with the CoE, and contribute to change management, incident trend analysis, and disaster recovery efforts to minimize downtime.

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• Ability to communicate across cultures and with clients.
• Proficiency with network security devices and VPNs.
• Experience with ITIL-aligned incident management and ticketing tools.

Responsibilities

• Take on a developing engineering role to keep client IT infrastructure operational by monitoring, investigating, and resolving incidents.
• Work with clients and internal teams to restore services quickly per SLAs.
• Act as second-line support for medium-complexity incidents and requests.
• Occasionally contribute to project work beyond daily tasks.
• Monitor queues, perform operational tasks, and update tickets with actions taken.
• Identify and log issues before escalation with clear risk mitigation.
• Highlight key tickets during shift handover for escalation when needed.
• Collaborate with automation teams to optimize tasks and coach L1 staff.
• Establish monitoring for client infrastructure and manage initial escalations.
• Log change requests, execute maintenance, and audit tickets for quality.
• Provide trend analysis to identify tasks suitable for automation.
• Support disaster recovery functions as needed.

Skills

Planning

Adaptability

Cross-cultural communication

Client-focused service

Education

Bachelor's degree in IT/Computing

Tools

Pulse Secure SSL VPN

Palo Alto

Fortinet

Cisco Nexus switches/routers/firewalls

Ticketing tools

Job description

Job Summary

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 its a place where you can grow, belong and thrive.

Responsibilities

• Take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.
• Work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).
• Review client requests and tickets, applying your technical expertise to resolve them efficiently and effectively; you will be the go-to person for second-line support, handling incidents and requests of medium complexity.
• In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time.
• 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 elevate 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.

Requirements

• 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

On-site