Networking Managed Services Engineer (L2)

NTT Limited; Mumbai; Hybrid; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA in Mumbai is seeking a Networking Managed Services Engineer (L2) to maintain and optimize client IT infrastructure. You’ll monitor, triage, and resolve incidents, ensure SLAs are met, and collaborate with clients and internal teams to keep services running smoothly.

You’ll own escalation handling, contribute to automation projects, participate in change and disaster recovery activities, and support a diverse, global environment with a client-first mindset.

Qualifications

• Proficiency in Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls.
• At least one certification in the listed technologies.
• Strong planning and adaptability in a dynamic environment.
• Excellent communication across cultures and with clients.
• Bachelor's degree or equivalent in IT/Computing or related experience.

Responsibilities

• Proactively monitor, identify, investigate and resolve incidents and problems.
• Provide second-line support and manage medium-complexity tickets.
• Collaborate with clients and internal teams to meet SLAs and improve services.
• Contribute to automation efforts and participate in change management.
• Assist with disaster recovery activities and knowledge sharing across teams.

Skills

Pulse Secure SSL VPN

Palo Alto

Fortinet

Cisco Nexus

Ticketing tools

Education

Bachelor's degree IT/Computing

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

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 escape 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 escalatetickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you'll work on optimising 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 optimising efforts. You might also support disaster recovery functions and other related tasks as needed.

To thrive in this role, you need to have:

• 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

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

Innovation is part of our DNA.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!