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As a Senior Engineer at NTT DATA, you will be responsible for maintaining clients' IT infrastructure and systems. Your role involves monitoring, identifying, and resolving technical incidents while ensuring client satisfaction. A bachelor's degree in IT or equivalent experience is required. Join a diverse and inclusive environment where you can thrive and grow your career.
Job Responsibility:
Maintaining clients' IT infrastructure and systems
Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
Restoring services and ensuring client satisfaction
Managing work queues
Addressing incidents and requests within agreed SLAs
Updating tickets with 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
Contributing to the change management process with detailed documentation
Auditing incident and request tickets for quality
Recommending improvements
Identifying tasks for automation to enhance efficiency
Handling client escalations with professionalism
Assisting in disaster recovery functions and tests when necessary
Working with automation teams and supporting L1 Engineers
Contributing to various projects
Ensuring all changes are approved
Maintaining a positive outlook in high-pressure situations
Requirements:
Moderate-level experience in managed services roles handling cross-technology infrastructure
Knowledge of ticketing tools, preferably ServiceNow
Familiarity with ITIL processes and experience working with vendors and third parties
Proficiency in planning activities and projects, taking changing circumstances into account
Ability to work longer hours when necessary and adapt to changing circumstances with ease
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