NTT Data is a global IT services company headquartered in Tokyo, Japan. It offers a wide range of services including consulting, system integration, application development, and outsourcing.

NTT Data

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Your day at NTT DATA

The Networking Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients. 

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity.

The Networking Managed Services Engineer (L2) may also contribute to / support on project work as and when required.
What you'll be doing

Key Responsibilities:

Proactively monitors the work queues.
Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
Updates tickets with resolution tasks performed.
Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.
Captures all required and relevant information for immediate resolution.
Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
Communicates with other teams and clients for extending support.
Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
Works with automation teams for effort optimization and automating routine tasks.
Coaches Service Desk and L1 teams for technical and behavioural skills.
Establishes monitoring for client infrastructure.
Identifies problems and errors before they impact a client’s service.
Leads and manages all initial client escalation for operational issues.
Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
Ensures all changes are carried out with proper change approvals.
Plans and executes approved maintenance activities.
Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
May also contribute to / support on project work as and when required.
May work on implementing and delivering Disaster Recovery functions and tests.
Performs any other related task as required.

Knowledge and Attributes:

Ability to communicate and work across different cultures and social groups.
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
Ability to maintain a positive outlook at work.
Ability to work well in a pressurized environment.
Ability to work hard and put in longer hours when it is necessary.
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
Ability to adapt to changing circumstances.
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
Additional skills proficiency such as (but not limited to) -
Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor

Academic Qualifications and Certifications:

Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
CCNP or equivalent certification.
Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required Experience:

Moderate level of relevant managed services experience.
Moderate level knowledge in ticketing tools preferably Service Now.


👨🏻‍💻 Network Engineer

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Project Manager to join our team in remote, Karnātaka (IN-KA), India (IN).

Project Manager (grade 11)

Roles and Responsibilities:

Initiate, Plan and Execute the consolidation IT Service Management (ITSM) tooling on to a single platform
Co-ordinate stakeholder management communications into each account team
Execute and manage migration to the ITSM tool across multiple accounts without impacting existing SLAs
Baselining and delivering to schedule
Identify and manage risk throughout the program
Identify, develop and quantify corrective action plans
Deploy project controls to monitor project or program performance
Responsible for developing, analysing, evaluating, delivering and interpreting projects key metrics
Implement performance reporting for the client related to SLA
Lead global project teams of medium to large scope and high complexity
Conducting performance reviews, capacity planning, and providing inputs for cost/benefit analysis team
 

Requirements:

Detailed understanding of IT Infrastructure project management principles and techniques
Exceptional facilitation and communication skills
Over 10 years relevant experience of delivering infrastructure projects as Project Manager
PMP or Prince2 accreditation
 

Preferred Qualifications

Ability to lead global project teams of medium to large scope and high complexity.
A graduate degree or equivalent combination of education and work experience

Remote Jobs at Ntt Data

👨🏻‍💻 Network Engineer

🤹🏼 Project Manager

About NTT Data