SOC operator

NTT DATA, Inc.; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

NTT DATA, Inc. is seeking a Managed Services Cross Technology Engineer (L1) in Bengaluru, India. This entry-level position focuses on providing proactive support to clients, ensuring operational IT infrastructure, and resolving technical incidents across multiple technology domains such as Cloud, Security, and Networking. Candidates should have a Bachelor's degree or equivalent, along with relevant certifications. The role demands effective communication and the ability to collaborate across cultures, ensuring a positive client experience.

Qualifications

• Entry-level experience in troubleshooting and support for security, network, and data center services.
• Basic knowledge of management agents and ITIL processes.

Responsibilities

• Monitor client infrastructure and solutions.
• Identify and investigate incidents and problems.
• Provide telephonic or chat support to clients.
• Schedule maintenance activities.
• Ensure efficient resolution of incidents.

Skills

Communication across cultures

Active listening

Adaptability to changing circumstances

Client focus

Education

Bachelor's degree in IT/Computing

Relevant certifications (e.g., CCNA, Microsoft Certified)

Tools

CCNA

Microsoft Certified, Azure Administrator Associate

AWS Certified, Solutions Architect Associate

VMware Certified Professional

Google Cloud Platform (GCP)

Job description

Managed Services Cross Technology Engineer (L1) – Role Overview

The Managed Services Cross Technology Engineer (L1) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.

The primary objective of this role is to ensure zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration.

The Managed Services Cross Technology Engineer (L1) may also contribute to / support on project work as and when required.

What You'll Be Doing

Key Responsibilities

• Monitors client infrastructure and solutions.
• Identifies problems and errors prior to or when they occur.
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• Investigates first line incidents assigned and identifies the root cause of incidents and problems.
• Provides telephonic or chat support to clients when required.
• Schedules maintenance activity windows for patching and configuration changes.
• Follows the required handover procedures for shift changes to ensure service continuity.
• Reports and escalates incidents where necessary.
• Ensures the efficient and comprehensive resolutions of incidents and requests.
• Updates existing knowledge articles or create new ones.
• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
• 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 which are considered desirable (but not limited to):
  • CCNA or relevant level 1 Network Security
  • 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)

Required Experience

• Entry-level experience with troubleshooting and providing the support required in security / network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.).
• Basic knowledge of ITIL processes.

Workplace type

On-site Working

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.