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The Networking Managed Services Engineer (L2) at NTT DATA is responsible for ensuring the operational integrity of clients' IT infrastructure. This role involves monitoring, identifying, and resolving technical incidents while collaborating with clients and internal teams. A bachelor's degree in IT/Computing is required, along with proficiency in networking technologies such as Pulse Secure SSL VPN and Palo Alto. The position offers opportunities for project involvement and automation of routine tasks.
Job Responsibility:
Ensuring the operational integrity of clients' IT infrastructure
Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
Working closely with clients and internal teams to restore services in line with service level agreements (SLAs)
Reviewing client requests and tickets and applying technical expertise to resolve them
Handling second-line support for incidents and requests of medium complexity
Proactively monitoring work queues, executing operational tasks, and updating tickets
Identifying, analysing, and logging issues before they escalate
Communicating with other teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans
Highlighting key tickets and upcoming critical tasks during shift handover
Escalating tickets to ensure the right focus from Centres of Excellence (CoE) and other teams
Collaborating with automation teams to optimize efforts and automate routine tasks
Coaching Service desk and L1 teams in both technical and behavioural skills
Establishing monitoring for client infrastructure
Leading and managing initial client escalations for operational issues
Contributing to the change management process by logging change requests and executing approved maintenance activities
Auditing incident and request tickets for quality
Driving trend analysis reports to identify tasks suitable for automation
Supporting disaster recovery functions and other related tasks as needed
Requirements:
Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more 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
Ability to communicate and work effectively across different cultures and social groups
Proficiency in active listening and client-centric communication
A positive outlook and the ability to work well under pressure
A client-first attitude, always seeking to create positive client experiences
A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience