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Networking Managed Services Engineer

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NTT DATA

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Location:
India , Mumbai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Networking Managed Services Engineer (L2) at NTT DATA is responsible for ensuring the operational integrity of clients' IT infrastructure. This role requires proficiency in networking technologies such as Pulse Secure SSL VPN and Palo Alto, along with strong problem-solving and communication skills. A bachelor's degree in IT or equivalent experience is essential. Join a diverse team and contribute to impactful projects while providing second-line support.

Job Responsibility:

  • Ensure clients' IT infrastructure and systems remain operational by proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • Review client requests and tickets, applying technical expertise to resolve them efficiently and effectively
  • Provide second-line support, handling incidents and requests of medium complexity
  • Proactively monitor work queues, execute operational tasks, and update tickets with actions taken
  • Identify, analyse, and log issues before they escalate
  • Communicate with other teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans
  • Highlight key tickets and upcoming critical tasks for the next shift as part of the shift handover process
  • Escalate tickets to ensure the right focus from Centres of Excellence (CoE) and other teams
  • Collaborate with automation teams to optimize efforts and automate routine tasks
  • Coach Service desk and L1 teams in both technical and behavioural skills
  • Establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues
  • Contribute to the change management process, log change requests, execute approved maintenance activities, and audit incident and request tickets for quality
  • Drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts
  • Support 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

Additional Information:

Job Posted:
March 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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