MS Engineer, Infra-monitoring Job at NTT DATA (Chennai)

Job Description

As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for clients, ensuring their IT infrastructure remains operational. Your role involves troubleshooting, incident management, and providing excellent client support. You will work across various technology domains and contribute to disaster recovery efforts.

Job Responsibility

First point of contact for clients, ensuring their IT infrastructure and systems remain operational
Proactively identify, investigate, and resolve technical incidents and problems
Focus on first-line support for standard and low-complexity incidents and service requests
Ensure zero missed service level agreement conditions
Monitor client infrastructure and solutions, identifying problems and errors before or as they occur
Investigate first-line incidents, pinpointing the root causes
Provide telephonic, ITSM ticket or chat support to clients
Perform maintenance activities, such as patching and configuration changes
Work across two or more technology domains (e.g., Cloud, Security, Networking, Applications, Collaboration)
Update existing knowledge articles or create new ones
Seek opportunities for work optimization
Support project work as needed
Contribute to disaster recovery functions and tests
Perform careful handovers during shift changes
Report and escalate incidents when necessary
Strive for efficient, comprehensive resolutions of incidents and requests
Provide a positive client experience

Requirements

Entry-level experience with troubleshooting and support in security, network, data centre, systems, or storage within a medium to large ICT organization
Basic knowledge of management agents, redundancy concepts, and ITIL processes
Highly disciplined in handling of tickets on day-to-day basis
Good understanding of using ITSM tools
Skill in planning activities and projects in advance and adapting to changing circumstances
A client-centric approach
Ability to communicate and work across different cultures and social groups
Proficiency in active listening techniques
A positive outlook at work, even in pressurized environments
Willingness to work hard and put in longer hours when necessary
A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience)

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MS Engineer, Infra-monitoring

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