Job
Description
Role Overview: You will be joining NTT DATA as a Networking Managed Services Engineer (L2) where your main responsibility will be to ensure the operational continuity of our clients' IT infrastructure and systems. Your role will involve proactively monitoring, investigating, and resolving technical incidents and problems, collaborating with clients and internal teams, and contributing to project work. Key Responsibilities: - Reviewing client requests and tickets, and efficiently resolving them using your technical expertise - Providing second-line support for incidents and requests of medium complexity - Proactively monitoring work queues, executing operational tasks, and updating tickets with actions taken - Identifying, analyzing, and logging issues to prevent escalation - Communicating with teams and clients to provide support and ensure changes are implemented with clear risk mitigation plans - Highlighting key tickets and critical tasks during shift handover - Escalating tickets when necessary to ensure the right focus from relevant teams - Collaborating with automation teams to optimize efforts and automate routine tasks - Coaching Service desk and L1 teams in technical and behavioral skills - Establishing monitoring for client infrastructure and managing initial client escalations for operational issues - Contributing to the change management process, logging change requests, executing approved maintenance activities, and auditing incident and request tickets for quality - Providing insights for trend analysis reports and identifying tasks suitable for automation - Supporting disaster recovery functions and other related tasks as required Qualifications Required: - Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and familiarity with ticketing tools - At least one technical certification in the above-mentioned technologies - Strong planning skills with the ability to anticipate and adapt to changing circumstances - Adaptability and resilience in a dynamic work environment - Effective communication and collaboration skills across different cultures and social groups - Proficiency in active listening and client-centric communication - Positive outlook and ability to work well under pressure - Client-first attitude, aiming to create positive client experiences - A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience Role Overview: You will be joining NTT DATA as a Networking Managed Services Engineer (L2) where your main responsibility will be to ensure the operational continuity of our clients' IT infrastructure and systems. Your role will involve proactively monitoring, investigating, and resolving technical incidents and problems, collaborating with clients and internal teams, and contributing to project work. Key Responsibilities: - Reviewing client requests and tickets, and efficiently resolving them using your technical expertise - Providing second-line support for incidents and requests of medium complexity - Proactively monitoring work queues, executing operational tasks, and updating tickets with actions taken - Identifying, analyzing, and logging issues to prevent escalation - Communicating with teams and clients to provide support and ensure changes are implemented with clear risk mitigation plans - Highlighting key tickets and critical tasks during shift handover - Escalating tickets when necessary to ensure the right focus from relevant teams - Collaborating with automation teams to optimize efforts and automate routine tasks - Coaching Service desk and L1 teams in technical and behavioral skills - Establishing monitoring for client infrastructure and managing initial client escalations for operational issues - Contributing to the change management process, logging change requests, executing approved maintenance activities, and auditing incident and request tickets for quality - Providing insights for trend analysis reports and identifying tasks suitable for automation - Supporting disaster recovery functions and other related tasks as required Qualifications Required: - Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and familiarity with ticketing tools - At least one technical certification in the above-mentioned technologies - Strong planning skills with the ability to anticipate and adapt to changing circumstances - Adaptability and resilience in a dynamic work environment - Effective communication and collaboration skills across different cultures and social groups - Proficiency in active listening and client-centric communication - Positive outlook and ability to work well under pressure - Client-first attitude, aiming to create positive client experiences - A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience
