MS Technical Specialist - L3

NTT DATA, Inc.; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NTT DATA, Inc. is hiring a Networking Managed Services Engineer (L3) in Hyderabad, India, responsible for delivering high-quality managed services to clients. This role requires a proactive approach to solving technical incidents and ensuring service level agreements are met.

The ideal candidate should have a Bachelor's degree in IT, relevant certifications, and experience in engineering within the ICT sector. Skills in various networking tools and protocols are essential.

Qualifications

• Proven experience in managing technical incidents and service levels.
• Seasoned experience in engineering roles within medium to large ICT organizations.
• Strong knowledge of ITIL processes and managed services.

Responsibilities

• Ensure infrastructure at client site is operational.
• Provide onsite technical support and field services.
• Investigate root causes of incidents and problems.

Skills

Communication across cultures

Planning activities

Maintaining positive outlook

Working under pressure

Active listening

Adaptability

Client-focused interaction

Education

Bachelor's degree in IT/Computing

CCNP or equivalent certification

Tools

Pulse Secure SSL VPN

Palo Alto Firewalls

Cisco Nexus switches

Common routing protocols (BGP, OSPF, EIGRP)

SecureCRT

Logic Monitor

Job description

Position

Networking Managed Services Engineer (L3)

Overview

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.

Key Roles and Responsibilities

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
• Performs necessary checks, applies monitoring tools and responds to alerts
• Identifies problems and errors prior to or when it occurs and logs 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 identifies the root cause of incidents and problems
• Reports and escalates issues to 3rd party vendors if necessary
• Provides onsite technical support to clients and field engineering services to clients
• Conducts a monthly random review of incidents and service requests, analyzes and recommends improvement in quality
• Provides continuous feedback to clients and affected parties and updates 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

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.