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The Senior Associate Software Developer at NTT DATA is responsible for managing ErP and Middleware technologies, ensuring optimal performance and client satisfaction. The role requires a bachelor’s degree in information technology and 3-6 years of experience in managed services. Key skills include troubleshooting, change management, and effective communication. Join a diverse team and contribute to continuous improvement initiatives.
Job Responsibility:
Proactively monitor, investigate, and resolve application-based incidents, service requests, and alerts
Handle second-line support with a medium level of complexity, focusing on resolving client requests and issues without breaching any service level agreements (SLAs)
Update tickets with resolution tasks
Promptly log incidents
Keep the application infrastructure and services optimized
Communicate with other teams and clients to extend support
Execute changes carefully as part of the change management process
Ensure all changes are properly documented and approved
Work with automation teams to optimize efforts
Coach Service desk and L1 teams
Lead initial client escalations for operational issues
Identify problems before they impact client services
Contribute to producing trend analysis reports for continuous improvement
Support project work
Execute approved maintenance activities
Assist in implementing and delivering disaster recovery functions
Requirements:
Bachelor’s degree in information technology/computing or equivalent work experience
3-6 years of experience in managed services
Hands-on experience managing platforms, including ErP, Middleware, and other business-critical software
Moderate experience in managed services with knowledge of using ticketing tools like ServiceNow
Ability to handle multiple tasks, execute change management duties, and lead troubleshooting processes effectively
Ability to plan activities and adapt quickly to changing circumstances
Effective communication skills and the ability to work across different cultures and social groups
Active listening skills to understand clients' needs and craft a positive client experience
Capacity to maintain a positive outlook, even in a pressurized environment, and put in extra effort when necessary