Technical Specialist - MS, Security

NTT DATA, Inc.; Chennai District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

NTT DATA, Inc. is seeking a Managed Services Engineer based in Chennai, Tamil Nadu. The role involves providing technical support, ensuring operational infrastructures, and resolving incidents for clients. A key focus is on maintaining service quality and client satisfaction. Candidates should have an advanced diploma or degree in IT/Computing and relevant experience in managed services, particularly in ICT organizations. This is a great opportunity for professionals aiming to enhance their career in a diverse and inclusive environment.

Qualifications

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance.
• Ability to maintain a positive outlook at work.
• Ability to work under pressure and extended hours when necessary.
• Ability to apply active listening techniques.
• Ability to place clients at the forefront of all interactions.

Responsibilities

• Ensure assigned infrastructure is operational and tested.
• Respond to alerts and log incidents.
• Investigate third line support calls and identify root causes.
• Provide onsite technical support to clients.
• Proactively identify optimization opportunities.

Skills

Communication across cultures

Project planning

Positive outlook

Ability to work under pressure

Active listening

Client-focused interactions

Education

Advanced diploma or degree in IT/Computing

Job description

What You'll Be Doing

The MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. The MS Engineer is responsible for managing tickets of low to high complexity.

Your day at NTT DATA

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature.

Key Roles and Responsibilities

• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
• Perform necessary checks, apply monitoring tools and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analyzing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and elevate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

Knowledge, Skills, 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

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Required Experience

• Demonstrated work experience
• Demonstrated experience required in Engineering function within a medium to large ICT organization
• Demonstrated experience of Managed Services
• Demonstrated working knowledge of ITIL processes
• Demonstrated experience working with vendors and/or 3rd parties

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.