Networking Platform and Observability Engineer (L2)

NTT DATA, Inc.; Cape Town; Hybrid; ZAR 420,000 - 720,000; Full time

Job summary

NTT DATA is seeking a Networking Managed Services Engineer (L2) in hybrid-capable roles to ensure client IT infrastructures stay operational. You’ll monitor, investigate and resolve incidents, providing second-line support and contributing to automation projects.

You will also manage escalations, generate trend analyses and support change management while coaching junior teams to improve service delivery.

Qualifications

• Diploma, degree, or relevant IT qualification.
• Proven knowledge of enterprise monitoring tools (NetScout, LogicMonitor, Prometheus, Grafana).
• Proven experience producing monthly networking status and statistics reporting.
• Experience using monitoring tools for governance, asset tracking and management.
• CCNA Enterprise – Essential.
• CCNP Enterprise – Advantageous.
• Cisco DevNet Associate – Essential.
• FortiNet NSE4 or ENSDWI – Advantageous.
• ITILv4 or Foundation.
• CWNP or CWNE – Advantageous.

Responsibilities

• Provide second-line technical support, handling medium complexity incidents and requests.
• Monitor queues, execute operational tasks, and update tickets with actions taken.
• Escalate tickets to Centres of Excellence when needed and collaborate with automation teams.
• Coach Service desk and L1 teams in technical and behavioural skills.
• Establish monitoring for client infrastructure and manage initial escalations.
• Contribute to change management and audit incident tickets for quality.
• Identify tasks suitable for automation to reduce tickets.

Skills

Ansible

Python

Monitoring tooling

Cisco switching

Wi-Fi technologies

Firewall concepts

Documentation

SD-WAN

Education

IT/Computing degree

Tools

NetScout

LogicMonitor

Prometheus

Grafana

ServiceNow

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

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).

Your day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You'll be the go-to person for second-line support, handling incidents and requests of medium complexity. In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time.

You'll proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken. Identifying, analysing, and logging issues before they escalation will be a key part of your role. You'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.

As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift. When needed, you'll escalated tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.

You'll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues. Contributing to the change management process, you'll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality. Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts. You might also support disaster recovery functions and other related tasks as needed.

Requirements

• Adhere to IT security measures.
• Working knowledge of Ansible and Python is essential.
• Proven working knowledge of utilizing monitoring tooling to troubleshoot and recognise event/incident patterns.
• Understanding of Cisco and Aruba switching technologies.
• Understanding of enterprise wi-fi technologies (at least one of the following is essential – Cisco, Aruba, Meraki).
• Understand firewalls and other network tools.
• Provide monitoring and related system documentation and diagrams.
• Implement or participate in change management procedures for monitoring system architecture changes.
• Document network areas to develop network monitoring system diagrams.
• Ensure monitoring systems are secure and operational.
• Understanding of SD-WAN technologies, Fortigate, Cisco, Meraki.
• Identify and investigate risk and vulnerability issues relating to monitoring platforms deployed.... (Continue with the full list of items exactly as provided in the original job description) ...

Advantageous Skills

• Understanding of CISO and Fortinet SDWAN.
• Knowledge of incident management systems.
• Experience within Managed Services environments and teams.
• Familiarity with ticketing tools (Service Now, 4Me/Xurrent).

Academic Qualifications

• Diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience).

IT Qualifications

• NETSCOUT Enterprise nGeniusONE Core – or Similar is a requirement
• Proven working knowledge of enterprise monitoring tools (NetScout, LogicMonitor, Prometheus, Grafana) – Essential
• Proven experience in producing monthly networking status and statistics reporting – Essential
• Proven experience in utilizing network monitoring tools for governance, asset tracking and management - Essential
• CCNA Enterprise - Essential
• CCNP Enterprise - Advantageous.
• Cisco DevNet Associate - Essential
• FortiNet NSE4 or Implementing Cisco SD-WAN Solutions (ENSDWI) - Advantageous
• ITILv4 or relevant ITIL certification (Foundation Level)
• Certified Wireless Network Professional (CWNP) - Advantageous
• Certified Wireless Network Expert (CWNE), CWNA or CWNP – Advantageous

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.