Technical Lead

2 weeks ago

Johannesburg, Gauteng, South Africa NTT DATA Full time

Job Description

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Performs IT functions such as design, analysis, evaluation, testing, debugging, and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems.

Analyzes, installs, acquires, modifies, and supports operating systems, databases, or utility software. Plans, conducts, and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires, and implements projects for LAN and/or WAN systems.

Plans, designs, acquires, and implements telecommunications voice/wire systems.

At higher job levels, may contribute to the development, testing, evaluation, or design of system or infrastructure architecture used throughout the IT solution set.

Working at NTT

The MS Engineer (L4) is responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). The MS Engineer (L4) focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.

Key Roles and Responsibilities:

Proactively monitor the work queues and provide support to clients where the ticket is highly technical or sophisticated in natureWork independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA. Timely and consistent updates of tickets with resolution tasks performedProactively identify, investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolutionProvide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem. Share such knowledge, to resolve issues, document them, and push the knowledge down to other engineersCommunicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business-impacting issuesEnsure that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shiftSupport, track, and document change implementationTimely escalation of all tickets to management with ensuing updates, where applicableProactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasksSystematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practicesUse operational and diagnostic procedures to resolve escalated tickers in unique and complex client environmentsCoach Service Desk, Operations Center, and L3 teams offering technical expertise and pushing work down to other engineering teamsPerforms quality audits, covering process, service experience, ticket updates, etc as required

Knowledge, Skills, and Attributes:

Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change recordDeep technical skills in relevant functionsExcellent client service orientation and passion for achieving or exceeding expectationsExcellent written and verbal communication skillsAbility to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey

Academic Qualifications

Advanced degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Preference is a Masters in Computer Science or equivalent

Certifications:

Up to date and relevant ITIL certificationAt least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)Scripting knowledge such as Python, PERL, etcCross technology skills Ex Windows server L4 along with UNIX or Storage skills.Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)Cisco Certified Network Associate - Wireless (CCNA-WL)Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)Cisco Certified Network Associate - Security (CCNA-SEC)Juniper CertificationsMeraki CertificationsMCSA, MCSE, RHEL, VCPMS-IIS ServerCitrix MetaframeCisco Certified Network Associate - Data Center (CCNA-DC)Cisco Certified Network Associate - Video (CCNA-VID)Cisco Certified Network Associate - Voice (CCNA-V)CCIEMicrosoft Certified Master (or similar)

Any of the above certifications is a plus. The MS Engineer (L4) is expected to gain certifications relevant to the services provided. Certifications carry additional weightage on a candidate's qualification for the role

Required Experience:

Substantial Managed Services experienceExcellent knowledge and experience in ticketing tools, preferably Service NowWorked in multiple large Global Enterprise client outsourcing projectsExtensive vendor management experienceTrack record of effective shift left work management skills (moving work to junior levels)In-depth experience and understanding of the IT industry and standards for IT service managementExcellent experience in more than one area of expertiseExcellent experience across Emerging technology and trends impacting IT operations

Skills Summary

Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, Managed Services Delivery, Root Cause Analysis (RCA), Scripting, Troubleshooting

Workplace type:

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries. Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world. Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all. Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry. Apply from local Career site Apply from local Career site Back to search results

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