MS Technical Specialist Network

Job Summary

As a Networking Managed Services Engineer (L3) at NTT DATA, you will lead in providing exceptional managed services to our clients. Your day will revolve around proactively identifying and resolving technical incidents and problems, ensuring our clients meet all service level agreement (SLA) conditions, identify root cause of critical incidents and implement solutions for problems identified. With your advanced technical expertise, you will manage high-complexity tickets, conduct thorough analyses, and provide resolutions to a variety of complex issues, all while coaching and mentoring junior team members. Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.

You will ensure that our clients' infrastructure is configured, installed, tested, and operational, performing necessary checks and employing monitoring tools to respond to alerts in a timely manner. Your role will involve identifying and logging problems before they escalate, analysing and escalating support calls, and investigating third-line support calls to find root causes and solutions.

Additionally, you will provide onsite technical support and field engineering services to clients, work closely with third-party vendors for issue escalation, and offer continuous feedback and updates to all involved parties. Through your efforts, you will drive operational improvements and optimize work processes, including opportunities for automation.

You may also have the opportunity to manage and implement projects within the technology domain, deliver disaster recovery functions and tests, and improve the quality of incidents and service requests through random monthly reviews. Your work will play a key role in delivering high-quality services that ensure a positive client experience throughout their journey with us.

Responsibilities

• Lead in providing exceptional managed services to clients, proactively identifying and resolving technical incidents and problems, ensuring SLA conditions, identifying root causes of critical incidents and implementing solutions for problems identified.
• Manage high-complexity tickets, conduct thorough analyses, and provide resolutions to a variety of complex issues, all while coaching and mentoring junior team members.
• Create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks; provide inputs to automation teams to reduce manual efforts.
• Ensure that clients' infrastructure is configured, installed, tested, and operational, performing necessary checks and employing monitoring tools to respond to alerts in a timely manner.
• Identify and log problems before they escalate, analyse and escalate support calls, and investigate third-line support calls to find root causes and solutions.
• Provide onsite technical support and field engineering services to clients, work closely with third-party vendors for issue escalation, and offer continuous feedback and updates to all involved parties.
• Drive operational improvements and optimize work processes, including opportunities for automation.
• Manage and implement projects within the technology domain, deliver disaster recovery functions and tests, and improve the quality of incidents and service requests through random monthly reviews.
• Your work will play a key role in delivering high-quality services that ensure a positive client experience throughout their journey with us.

Requirements

• Proficiency in 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, routing protocols (BGP, OSPF, EIGrP), network address translation, and troubleshooting uplinks to ISPs for dIA, MPLS, and P2P circuits
• Advanced Certifications on at least one or two above mentioned technologies.
• Excellent planning and project management abilities, taking changing circumstances into account.
• Strong communication skills, with the ability to work across different cultures and social groups.
• Effective active listening skills.
• A client-focused approach, prioritizing their requirements and creating positive experiences.
• Adaptability to changing circumstances and the ability to work diligently when necessary.
• A positive outlook and the ability to work well under pressure.
• A bachelor's degree in IT/Computing or equivalent work experience.

Workplace type

Hybrid Working