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The Networking Managed Services Engineer (L3) is responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
This role may also contribute to / support on project work as and when required.
What you'll be doing
Key Roles and Responsibilities:
Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
Performs necessary checks, apply monitoring tools and respond to alerts
Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
Assists in analyzing, assigning, and escalating support calls
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Investigates third line support calls assigned and identify the root cause of incidents and problems
Reports and escalates issues to 3rd party vendors if necessary
Provides onsite technical support to clients and provide field engineering services to clients
Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality
Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
Proactively identifies opportunities for work optimization including opportunities for automation of work
May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
May work on implementing and delivering Disaster Recovery functions and tests
Knowledge, Skills 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:
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:
Seasoned years of work experience
Seasoned experience required in Engineering function within a medium to large ICT organisation
Seasoned experience of Managed Services
Excellent working knowledge of ITIL processes
Excellent experience working with vendors and/or 3rd parties
Workplace type:
On-site Working
Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today
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