Senior Network Engineer-MS

NTT America, Inc.; Mumbai; Presencial; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

NTT DATA in Mumbai seeks a Managed Services Cross Technology Engineer (L2) to provide incident and request resolution across multiple technology domains including Cloud, Security, Networking, Applications and Collaboration.

You will monitor queues, perform operational tasks within SLA, log resolutions, and collaborate with CoE, vendors and internal teams. On-site role with opportunities to contribute to project work and DR testing as needed.

Formación

• 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).
• CCNP or equivalent certification
• CCNA certification is 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 Infrastructure (OCI)
• SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4
• SAP Technology Consultant
• SAP Certified Technology Associate - SAP HANA 2.0
• Oracle Cloud Infrastructure Architect Professional
• IBM Certified System Administrator - WebSphere Application Server Network

Responsabilidades

• Proactively monitors the work queues.
• Performs operational tasks to resolve incidents/requests within 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.
• Provides second level support and identifies root causes of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with risk identification and mitigation plans.
• Follows shift handover process and highlights key tickets for the next shift.
• Escalates tickets to seek right focus from CoE and other teams if needed.
• Works with automation teams for task optimization and automation.
• Collaborates with internal/external resolver groups like Service Provider, TAC, etc.
• Identifies problems before they impact a client’s service.
• Supports L1 Security Engineers for triage.
• Leads initial client escalation for operational issues.
• Contributes to change management with complete change details.
• Plans and executes approved maintenance activities.
• Audits tickets for quality and updates knowledge articles.
• Produces trend analysis for automation opportunities.
• May contribute to project work and DR testing.
• Performs other related tasks as required.

Conocimientos

Cross-technology knowledge

ITIL awareness

Vendor coordination

Effective communication

Educación

Bachelor's degree in IT/Computing

Herramientas

CCNA

CCNP

Azure Administrator Associate

AWS Solutions Architect Associate

VMware vSphere / VCP

Veeam Certified Engineer

Google Cloud Platform (GCP)

OCI

SAP Certified Technology Associate

IBM WebSphere

Descripción del empleo

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 Infrastructure (oci)
• SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4
• SAP Technology Consultant
• SAP Certified Technology Associate - SAP HANA 2.0
• Oracle Cloud Infrastructure Architect Professional
• IBM Certified System Administrator - WebSphere Application Server Network

Required Experience:

• Moderate level years of relevant managed services experience handling cross technology infrastructure.
• Moderate level knowledge in ticketing tools preferably Service Now.
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or 3rd parties.

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.