Senior Network Engineer

NTT DATA BUSINESS SOLUTIONS; Bengaluru; Hybrid; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA is seeking a Networking Managed Services Engineer (L2) in Bengaluru to provide second-line support, monitor client IT infrastructure, and resolve medium-complexity incidents and requests. You will collaborate with clients and internal teams, escalate when needed, and contribute to automation and project work.

You will participate in shift handovers, monitor queues, and ensure changes are executed with risk mitigation plans, while coaching junior teams and improving operational

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• At least one technical certification in the listed technologies.

Responsibilities

• Proactively monitor client IT infrastructure and systems to ensure operational continuity.
• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Work with clients and internal teams to restore services in line with SLAs.
• Provide second-line support for incidents and medium-complexity requests.
• Participate in project work and automation initiatives.
• Log and escalate issues with clear risk identification and mitigation plans.
• Coach Service desk and L1 teams in technical and behavioural skills.
• Lead initial client escalations and contribute to change management processes.

Skills

Pulse Secure SSL VPN

Palo Alto

Fortinet

Cisco Nexus switches/routers/firewalls

Strong planning skills

Adaptability

Client-centric communication

Education

Bachelors 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, analys, and log issues before they escalates 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 elevate tickets to ensure correct 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.

Responsibilities

• Proactively monitor client IT infrastructure and systems to ensure operational continuity.
• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Work closely with our clients and internal teams to ensure that services are restored swiftly, in line with SLAs.
• Review client requests and tickets, applying your technical expertise to resolve them efficiently and effectively.
• Be the go-to person for second-line support, handling incidents and requests of medium complexity.
• Contribute to exciting project work from time to time.
• Proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken.
• Identify, analyse, and log issues before they escalates.
• Communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.
• Highlight key tickets and upcoming critical tasks for the next shift during handover; elevate tickets to ensure focus from Centres of Excellence (CoE) and other teams when needed.
• Collaborate with automation teams to optimize efforts and automate routine tasks; coach the Service desk and L1 teams in technical and behavioural skills.
• Establish monitoring for client infrastructure and lead initial client escalations for operational issues.
• Contribute to the change management process: log change requests, execute approved maintenance activities, and audit incident and request tickets for quality.
• Generate trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts.
• 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