MS Engineer, Unix

NTT DATA, Inc.; Mumbai; On-site; INR 750,000 - 1,200,000; Full time

Job summary

NTT DATA, Inc. is seeking a Platform Support Engineer (L3) in Mumbai, India. This role involves providing excellent technical support for the NTT platform while utilizing strong analytical and customer service skills. You will manage incidents, mentor team members, and engage cross-functionally to optimize support services. A Bachelor's degree in IT or Computer Science and ITIL v3 certification are required. The position mandates on-site work and values teamwork and problem-solving capabilities.

Qualifications

• Solid working knowledge of cloud/web applications.
• Strong troubleshooting/root cause isolation skills.
• Excellent written communication skills.

Responsibilities

• Provides support to users/administrators of the NTT platform.
• Mentors less experienced team members in various technologies.
• Acts as a customer advocate, managing incidents and escalations.

Skills

Customer service skills

Technical knowledge

Cloud technologies understanding

Troubleshooting skills

Analytical skills

Basic object-oriented programming (Java)

Verbal communication skills

Education

Bachelor’s degree in Information Technology/Computer Science

ITIL v3 certification

Tools

ServiceNow platform

XML

JSON

Job description

The role of Platform Support Engineer (L3) exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers. The incumbent within the role is knowledgeable about IT Service Management and has solid experience with various technologies.

What You'll Be Doing

Key Roles and Responsibilities

• Provides support to users/administrators of the NTT platform
• Supports and contributes to the growth of best practices for delivery of support services
• understanding of NTT platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision
• Engages with the cross functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolution
• Mentors less experienced team members in the various technologies

Knowledge, Skills and Attributes

• Solid working knowledge of the components in cloud/web applications
• understanding network monitoring connectors such as SCOM, Solarwinds etc.
• understanding of SNMP traps and MIBs/OIDs
• Ability to understand and modify basic XML, JSON, Regular Expressions (RegEx)
• Strong understanding of the HTTP/HTTPS Request and Response Cycle
• Good understanding of database concepts
• A fundamental understanding of ITSM, CMDB and ITIL business process
• Strong troubleshooting/root cause isolation skills
• Demonstrated creative problem-solving approach and strong analytical skills
• Must be proficient with analysing log files and standard debugging concept
• Familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management
• Solid understanding of email infrastructure/protocols
• Seasoned, experienced professional; has complete knowledge and understanding of area of specialization
• Uses evaluation, judgment, and interpretation to select right course of action
• Solid understanding of Web Services – REST and SOAP and Authentication mechanisms – Single Sign-on, LDAP
• Must have basic object-oriented programming skills (Java strongly preferred)
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems
• Ability to multi-task and work with high-value customer administrators and developers
• Should be a team player working efficiently in a collaborative environment
• Strong personal commitment to quality and customer service
• Proven ability to maintain a professional demeanour when handling complex user issues

Academic Qualifications and Certifications

• Bachelor’s degree or equivalent in Information Technology/Computer Science or related
• ITIL v3 certification

Required Experience

• Seasoned experience providing customer facing technical support
• Seasoned demonstrated experience providing web development support is highly desirable
• Seasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM)

Workplace type: On-site Working

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.