Platform Support Engineer (L3)

Dimension Data Solutions Limited (Kenya); Bengaluru; Hybrid; INR 1,100,000 - 1,500,000; Full time

Job summary

NTT DATA is seeking a Platform Support Engineer (L3) in Bengaluru to provide expert support for the company platform, including cloud technologies, incident management, and ServiceNow integration. You will mentor peers and collaborate with operations and engineering teams to improve resolution times and best practices.

The role requires seasoned knowledge of ITIL processes, web services, and log analysis, with strong communication skills and a customer-first mindset.

Qualifications

• Bachelor's degree in IT or Computer Science or related field.
• ITIL certification or equivalent knowledge.
• Seasoned customer-facing technical support experience.
• Experience with ServiceNow ITSM/ITOM/CSM/FSM.

Responsibilities

• Provides support to users/administrators of the company platform.
• Contributes to best practices for delivery of support services.
• Understands platform, cloud tech and troubleshooting to resolve complex issues.
• Acts as customer advocate, prioritizing incidents and escalations with minimal supervision.
• Engages cross-functional teams to improve tools/processes for faster resolution.
• Mentors junior team members in technologies.
• Performs other related tasks as required.

Skills

Cloud technologies

SCOM/SolarWinds

XML/JSON/RegEx

HTTP/HTTPS

Database concepts

ITIL/ITSM

ServiceNow

Java basics

Log analysis

Email protocols

Web services REST/SOAP

Incident management

Education

Bachelors in IT/CS

Tools

ServiceNow

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 Platform Support Engineer (L3) is a seasoned subject matter expert who 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.

Key responsibilities

• Provides support to users/administrators of the company platform.
• Supports and contributes to the growth of best practices for delivery of support services.
• Ensures understanding of company 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.
• Performs any other related task as required.

To thrive in this role, you need to have

• Seasoned working knowledge of the components in cloud/web applications.
• Seasoned understanding network monitoring connectors such as SCOM, Solarwinds etc.
• Seasoned understanding of SNMP traps and MIBs/OIDs.
• Seasoned understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx).
• Seasoned understanding of the HTTP/HTTPS Request and Response Cycle.
• Seasoned understanding of database concepts.
• Seasoned understanding of ITSM, CMDB and ITIL business process.
• Excellent troubleshooting/root cause isolation skills.
• Must be proficient with analyzing log files and standard debugging concept.
• Seasoned familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management.
• Seasoned understanding of email infrastructure/protocols.
• Seasoned 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 demeanor when handling complex user issues.

Academic qualifications and certifications

• Bachelor's degree or equivalent in Information Technology or Computer Science or related field.
• Relevant ITIL 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

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. Join our growing global team and accelerate your career with us.

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