Network Engineer – L2

NTT DATA BUSINESS SOLUTIONS; Mumbai; Hybrid; INR 600,000 - 1,200,000; Full time

Job summary

NTT DATA is seeking a Networking Managed Services Engineer (L2) in Mumbai to support clients' IT infrastructure. You will monitor, investigate and resolve incidents, provide second-line support, and ensure SLAs are met while collaborating with internal teams.

The role involves proactive ticket handling, escalation when needed, contributing to automation projects, and supporting change management and disaster recovery efforts in a hybrid work environment.

Qualifications

• Proficiency in Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls.
• At least one technical certification in the above technologies.
• Strong planning, adaptability and resilience in a dynamic environment.
• Excellent communication across cultures with client-centric approach.

Responsibilities

• Monitor client networks and resolve incidents with second-line support.
• Review requests and tickets; resolve medium-complexity issues efficiently.
• Collaborate with CoE and automation teams to optimize routine tasks.
• Escalate issues and participate in change management and disaster recovery tasks.
• Provide coaching to junior L1 teams on technical and behavioral skills.

Skills

Pulse Secure SSL VPN

Palo Alto

Fortinet

Cisco Nexus switches/routers/firewalls

Ticketing tools

Education

Bachelor's degree in IT/Computing

Tools

Ticketing Tools

Job description

Job Summary

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).

Your day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You'll 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 escalat...

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

Hybrid Working