Managed Services Engineer (L3)

NTT DATA, Inc.; Bengaluru; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

NTT DATA, Inc. is seeking a Managed Services Cross Technology Engineer (L3) in Bengaluru, Karnataka. This seasoned engineering role requires the candidate to proactively identify and resolve technical issues while managing complex service tickets across multiple technology domains including Cloud and Networking. The successful applicant will enjoy hybrid working conditions, contribute to maintaining service levels, and ensure operational activities align with business needs. Applicants must be skilled in enterprise infrastructure support and capable of working both independently and collaboratively.

Qualifications

• Experience supporting enterprise class infrastructure.
• Ability to manage complex ticket support queues without assistance.
• Strong analytical capabilities and excellent communication skills.

Responsibilities

• Proactively identify and resolve technical incidents and problems.
• Manage tickets of high complexity and provide resolutions.
• Participate in weekend on-call rotation for critical incidents.

Skills

NetApp FAS

EMC VNX

IBM StoreWize

Azure Storage Account

Backup/Media servers

EMC Networker

Python scripting

PowerShell scripting

Troubleshooting

Capacity monitoring

Job description

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

The Managed Services Cross Technology Engineer (L3) is a seasoned engineering role, responsible for providing a 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 will maintain a high level of service to clients.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. The Managed Services Cross Technology Engineer (L3) 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 and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

The Managed Services Cross Technology Engineer (L3) focuses across two or more technology domains such as (but not limited to) Cloud, Security, Networking, Applications and/or Collaboration and may also contribute to/support on project work as and when required.

Primary Skills

• NetApp FAS, EMC VNX, IBM StoreWize, HP, 3PAR, Azure Storage Account; Azure Backup, Recovery Services Vault, Netbackup, Tivoli Storage Management, CommVault, Acronis, VEEAM; Netbacukp
• Experience supporting enterprise class infrastructure.
• Backup/Media servers upgrades/deployment/support.
• EMC Networker/AVAMAR, VERITAS NetBackup, Commvault, Barracuda & Rubrik.
• PureDisk, Data Domain, MSDP.
• Physical tape libraries (such as IBM, Dell & Quantum).
• Familiarity with DPA to configure the reports (or similar reporting tools).
• Understanding of basic Layer2 and Layer 3 backup concepts relevant to respective backup tools.
• Backup Engineers play an important and significant role in the day-to-day operations and delivery of IT infrastructure for an enterprise Backup environment. Expected to implement to desired standards and support the following elements of an Enterprise caliber IT stack: NetBackup, Networker, AVAMAR, Barracuda, Commvault and Rubrik backup technologies. Expected to know from a high level how all components of an enterprise IT stack work together and affect each other and have specialized knowledge and troubleshooting ability in at least 1 or more layers of the technology stack.
• Be able to effectively manage and work a ticketing support queue.
• Troubleshoot and assess performance issues using typical backup management tools.
• Effectively respond to critical customer outages related to hardware faults and software bugs within the infrastructure.
• Maintain new and/or existing environments including planning upgrades, tracking EOL dates and documenting inter-dependencies.
• Manage projects self-sufficiently and to 100% completion.
• Monitoring and troubleshooting the backup failures.
• Capacity monitoring of Disk pools.
• Deploying backup infrastructure and configuring backup for the hosts.
• Executing datacenter migrations and DR tests.
• Effectively time track and report hours worked.
• Proactively address issues in the environment and provide resolution.
• Work with various vendors on problem tickets and drive vendors to resolution and root cause.
• Provide root cause analysis and log evaluation after outages.
• Create and manage necessary documentation including but not limited to system standards, run books, etc. Think creatively to provide solutions in the environment.
• Evaluating infrastructure readiness for new customer projects.
• Participate in a weekend on call rotation.

Additional Experience/Skillsets

• Scripting and Automation with PowerShell and Python.
• Ability to work on cross-functional teams.
• Excellent oral and written communication skills, with the ability to communicate to various levels of management.
• Understanding including the ability to monitor, tune and troubleshoot the Microsoft systems.
• Strong analytical capabilities.

Workplace type

Hybrid Working.

Equal Opportunity Employer

NTT 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.