Senior Network Engineer-MS

nttlimited; Mumbai; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

NTT DATA in Mumbai is seeking a skilled Managed Services Cross Technology Engineer (L2) to provide second-line support for client IT infrastructure and systems. You will proactively monitor queues, investigate incidents across Cloud, Security, Networking and Applications, and apply knowledge to restore services within SLA.

Collaboration with CoE and automation teams is encouraged to optimize operations and delivery.

Qualifications

• Bachelor's degree in IT/Computing or equivalent experience.
• CCNA certification is required; CCNP/Security or PCNSE is a plus.
• Microsoft Azure Administrator and AWS Solutions Architect certifications preferred.
• Experience with service management, incident/problem/change processes.
• Ability to work across multiple technology domains (Cloud, Security, Networking, Applications).

Responsibilities

• Proactively monitors the work queues.
• Resolves incidents and requests within SLA.
• Updates tickets with resolution steps.
• Identifies, investigates, analyzes issues and logs incidents.
• Provides second level support across Cloud, Security, Networking, and more.
• Coordinates with CoE and other teams for escalation.
• Contributes to change management and maintenance activities.
• Supports disaster recovery implementations and tests.
• Escalates issues when necessary and identifies root causes.

Skills

Second-line support

Incident management

Cross-domain knowledge

Communication across cultures

Automation collaboration

Education

Bachelor's degree IT/Computing

CCNA certification

CCNP Security or PCNSE

Azure Administrator Associate

AWS Solutions Architect Associate

VMware VCP-DCV

GCP Certification

Tools

VMware vSphere

Veeam

Zerto

VxRail

Azure

AWS

Google Cloud Platform

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