5 Technical Incidents Jobs

As a Collaboration Managed Services Engineer (L2) at NTT DATA, your role involves providing a managed service to clients to ensure the continuous operation of their IT infrastructure and systems. You will be responsible for proactively monitoring, identifying, investigating, and resolving technical incidents and problems while restoring service to clients efficiently. Your main objective is to review client requests or tickets, apply technical/process knowledge to resolve them within the agreed service level agreement (SLA), and provide second-line support for incidents and requests of medium complexity. Key Responsibilities: - Proactively monitor work queues and perform operational tasks to resolve incidents/requests within agreed SLAs. - Update tickets with resolution tasks and log all incidents in a timely manner after identifying and analyzing issues and errors. - Provide second-level support for incidents and requests, identifying root causes and communicating with other teams and clients for support extension. - Execute changes with clear risk identification and mitigation plans, follow shift handover processes, and escalate tickets as needed. - Work with automation teams for task optimization, coach Service Desk and L1 teams, establish monitoring for client infrastructure, and lead initial client escalations. - Contribute to change management by logging all change requests and executing approved maintenance activities. - Audit and analyze incident and request tickets for quality, produce trend analysis reports, and perform any other related tasks as required. Knowledge and Attributes: - Ability to communicate and collaborate across different cultures and social groups. - Strong planning skills, positive outlook, ability to work well under pressure, and adapt to changing circumstances. - Active listening skills, prioritizing clients, and creating a positive client experience. Academic Qualifications and Certifications: - Diploma, degree, or relevant qualification in IT/Computing. - CCNP or equivalent certification, M365 Intermediate (Associate) Certification, and other relevant certifications. Required Experience: - Moderate level of relevant managed services experience, ticketing tools knowledge, and experience working with vendors and/or 3rd parties. Workplace Type: - On-site Working About NTT DATA: NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. Committed to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests in R&D annually to support organizations in moving confidently into the digital future. With expertise in business and technology consulting, data and artificial intelligence, and digital infrastructure, NTT DATA is dedicated to providing diverse and sustainable solutions globally. As an Equal Opportunity Employer, NTT DATA values diversity, inclusion, and long-term success for clients and employees alike.,

As a Managed Services Cross Technology Engineer (L1) at NTT DATA, you will play a crucial role in providing proactive support to clients to ensure the continuous operation of their IT infrastructure and systems. Your focus will be on identifying, investigating, and resolving technical incidents and problems promptly to maintain service levels and client satisfaction. Your primary responsibility will be to monitor client infrastructure, proactively identify issues, and address them before they impact operations. You will handle first-line support for standard and low complexity incidents and service requests across multiple technology domains such as Cloud, Security, Networking, Applications, and Collaboration. In this role, you will investigate incidents, identify root causes, and provide telephonic or chat support to clients as needed. You will schedule maintenance activities for patching and configuration changes, ensuring service continuity during shift changes. Additionally, you will report and escalate incidents when necessary and work towards efficient incident resolution. Key Responsibilities: - Monitor client infrastructure and solutions - Identify and address problems before they occur - Investigate and resolve first-line incidents - Provide telephonic or chat support to clients - Schedule maintenance activities for patching and configuration changes - Follow handover procedures for shift changes - Report and escalate incidents when necessary - Update knowledge articles and identify optimization opportunities - Contribute to project work as required - Implement and deliver Disaster Recovery functions and tests - Perform other related tasks as needed You will be expected to communicate effectively across different cultures and social groups, plan activities well in advance, and maintain a positive outlook in a pressurized environment. Your ability to work hard, adapt to changing circumstances, and prioritize client requirements will be essential in delivering a positive client experience. Academic Qualifications and Certifications: - Bachelor's degree or equivalent in IT/Computing - Relevant certifications such as CCNA, Microsoft Certified, AWS Certified, Veeam Certified Engineer, VMware Certified Professional, Zerto, Google Cloud Platform, Oracle Cloud Infrastructure are desirable - Basic knowledge of ITIL processes Required Experience: - Entry-level experience in troubleshooting and supporting security, network, data center, systems, and storage administration - Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain This position requires on-site working and offers equal opportunities to all candidates. Join us at NTT DATA to grow your career and make a significant impact in the world of technology.,

As a Security Managed Services Engineer (L2) at NTT DATA, your role is crucial in providing a managed service to clients to ensure the operational functionality of their Security Infrastructures and systems. By proactively monitoring, investigating, and resolving technical incidents and problems, you play a key part in restoring service to clients and maintaining service level agreements. Your primary responsibilities include reviewing client requests or tickets, applying technical knowledge to resolve them efficiently, and offering second-line support for incidents and requests with a medium level of complexity. Additionally, you may contribute to project work when required, demonstrating your versatility and commitment to the team. Key Responsibilities: - Proactively monitor work queues and resolve incidents/requests within agreed SLAs. - Update tickets with resolution tasks and log incidents in a timely manner. - Provide second-level support, identify root causes of incidents, and communicate effectively with other teams and clients. - Execute changes with risk identification and mitigation plans, ensuring proper change approvals. - Collaborate with automation teams for task optimization and automation. - Assist L1 Security Engineers with initial triage and troubleshooting. - Lead client escalations for operational issues and contribute to change management processes. - Analyze incident and request tickets for quality, recommend improvements, and produce trend analysis reports. Knowledge and Attributes: - Effective communication and collaboration across different cultures and groups. - Strong planning skills, positive outlook, and ability to work well under pressure. - Active listening techniques and adaptability to changing circumstances. - Client-centric approach, creating positive client experiences throughout interactions. Academic Qualifications and Certifications: - Bachelor's degree in IT/Computing or equivalent qualification. - Relevant certifications in supported services, with CCNA certification required and CCNP in Security or PCNSE certification preferred. Required Experience: - Moderate level of managed services experience in handling Security Infrastructure. - Working knowledge of ticketing tools, preferably Service Now, and ITIL processes. - Experience collaborating with vendors and/or 3rd parties. This role involves on-site working and offers an equal opportunity for all candidates. Join NTT DATA to grow your career, expand your skills, and make a difference in the world of technology and security.,

As a Managed Services Cross Technology Engineer (L1) at NTT DATA, you will play a crucial role in providing proactive support to clients, ensuring the operational efficiency of their IT infrastructure and systems. Your primary responsibility will be to identify, investigate, and resolve technical incidents and problems, ensuring that service levels are upheld and restored promptly. In this entry-level engineering position, you will focus on first-line support for standard and low complexity incidents across multiple technology domains such as Cloud, Security, Networking, Applications, and Collaboration. Your role will involve monitoring client infrastructure, identifying issues before they escalate, and resolving incidents efficiently to meet service level agreements. Key Responsibilities: - Monitoring client infrastructure and solutions. - Identifying problems and errors proactively. - Investigating and resolving first-line incidents. - Providing telephonic or chat support to clients. - Scheduling maintenance activities for patching and configuration changes. - Collaborating with team members to ensure service continuity. - Reporting and escalating incidents as necessary. - Updating knowledge articles and identifying opportunities for process improvement. - Supporting project work and disaster recovery functions as required. To excel in this role, you should possess strong communication skills, the ability to work effectively in diverse environments, and a proactive approach to problem-solving. You will be expected to maintain a positive attitude, work well under pressure, and prioritize client satisfaction in all interactions. Academic Qualifications and Certifications: - Bachelor's degree in IT/Computing or equivalent work experience. - Relevant certifications such as CCNA, Microsoft Certified, AWS Certified, etc., are advantageous. - Basic knowledge of ITIL processes and IT management concepts. Required Experience: - Entry-level experience in troubleshooting and providing support in security, network, data center, and systems administration. - Familiarity with management agents, redundancy concepts, and products in the supported technical domains. - Basic knowledge of ITIL processes and frameworks. This is an on-site working position, and NTT DATA is an Equal Opportunity Employer dedicated to fostering diversity and inclusion in the workplace. Join us to continue growing your career, expanding your skills, and making a difference in the world of technology.,

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, renowned for technical excellence, leading innovations, and making a difference for clients and society. The workplace embraces diversity and inclusion, providing a space where you can grow, belong, and thrive. Your career here is about believing in yourself, seizing new opportunities and challenges, expanding skills and expertise in your current role, and preparing for future advancements. Encouraging you to take every opportunity to further your career within the global team. The Managed Services Cross Technology Engineer (L1) is an entry-level engineering role responsible for providing managed services to clients, ensuring operational IT infrastructure and systems by proactively identifying, investigating, and resolving technical incidents and problems. The focus is on first-line support for standard and low complexity incidents and service requests across multiple technology domains like Cloud, Security, Networking, Applications, and Collaboration. Additionally, contributing to project work as required. **Key Responsibilities:** - Monitoring client infrastructure and solutions - Identifying problems and errors preemptively - Investigating incidents and problems to identify root causes - Providing telephonic or chat support to clients - Scheduling maintenance activity windows - Ensuring resolution of incidents and requests efficiently - Updating knowledge articles and identifying optimization opportunities - Contributing to project work as needed - Implementing Disaster Recovery functions and tests - Performing related tasks as required **Knowledge and Attributes:** - Effective communication and working across different cultures - Advanced planning and adaptability - Positive outlook and ability to work well under pressure - Active listening techniques and client-focused interactions - Adaptability to changing circumstances **Academic Qualifications and Certifications:** - Bachelor's degree in IT/Computing or equivalent work experience - Relevant certifications in IT services - Desirable certifications include CCNA, Microsoft Certified, AWS Certified, etc. **Required Experience:** - Entry-level experience in troubleshooting and support within ICT organizations - Basic knowledge of supported technical domains and ITIL processes **Workplace Type:** On-site Working *Equal Opportunity Employer*,