Senior Network Engineer-10

nttlimited; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NTT DATA is seeking a Managed Services Cross Technology Engineer (L2) in Mumbai to provide second-line support across multiple domains including Cloud, Security, Networking and Applications. The role emphasizes proactive incident resolution, SLA adherence, and collaboration with CoE and automation teams.

The candidate will review client requests, perform technical analysis, and contribute to maintenance, change management and disaster recovery tasks as required.

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• Certifications related to the services (CCNA/CCNP/OCP/Cloud certs) add weight.
• Industry standard cloud, virtualization and data center certifications are valued.

Responsibilities

• Proactively monitors the work queues.
• Resolves incidents and requests within SLA and updates tickets.
• Provides second level support and identifies root causes.
• Collaborates with CoE and other teams; supports change management and maintenance.
• Participates in project work and disaster recovery testing when required.

Education

Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).

CCNA certification in must, CCNP in Security or PCNSE certification is good to have

Microsoft Certified: Azure Administrator Associate

AWS Certified: Solutions Architect Associate

Veeam Certified Engineer

VMware certified Professional: Data Centre Virtualization

Zerto, pure, vxrail

Google Cloud Platform (gcp)

Oracle Cloud In

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 Managed Services Cross Technology Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).

The Managed Services Cross Technology Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

What you'll be doing

Key Responsibilities:

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
• Identifies problems and errors before they impact a client's service.
• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Knowledge 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.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
• Relevant certifications include (but not limited to) - CCNP or equivalent certification
• CCNA certification in must, CCNP in Security or PCNSE certification is good to have
• Microsoft Certified: Azure Administrator Associate
• AWS Certified: Solutions Architect Associate
• Veeam Certified Engineer
• VMware certified Professional: Data Centre Virtualization
• Zerto, pure, vxrail
• Google Cloud Platform (gcp)
• Oracle Cloud In