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Join NTT DATA as a Cross Technology Managed Services Engineer (L2) and play a vital role in maintaining IT infrastructure and systems. You will monitor and resolve technical incidents, ensuring client satisfaction through effective communication. A bachelor's degree in IT or equivalent experience is required, along with moderate-level experience in managed services. This hybrid role offers opportunities for growth in a diverse and inclusive environment.
Job Responsibility:
Managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken
Identifying, analysing, and logging issues before they escalate
Collaborating closely with other teams and clients to provide second-level support
Executing changes meticulously, understanding and mitigating risks, and contributing to the change management process with detailed documentation
Auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation
Handling client escalations with professionalism and assisting in disaster recovery functions and tests
Driving optimization of efforts by working with automation teams and supporting L1 Engineers
Contributing to various projects, ensuring that all changes are approved
Requirements:
Huawei Dorado
Hitachi Storage
Dell Unity
Dell Data Domain
Dell PPDM / Networker
Generate backup and storage utilization reports
Support firmware validation checks
Coordinate vendor tickets for hardware faults
Escalate advanced performance issues to L3
Monitor storage health
Execute backups/restores
Validate replication
Support DR exercises
Escalate advanced issues
Monitor storage performance and utilization thresholds
Execute daily backup job monitoring and failure resolution
Perform restore operations as per service requests
Validate replication health between storage systems
Provision storage LUNs and volumes
Monitor Data Domain health and replication status
Support DR drills and restoration testing
Troubleshoot backup job failures
Coordinate storage allocation for new workloads
Review backup retention compliance
Maintain storage configuration records
Proven ability to communicate effectively and work across different cultures and social groups
Positive outlook and ability to work well under pressure
Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
Bachelor's degree in IT/Computing or equivalent work experience