Technical Lead

2 weeks ago

Johannesburg, Gauteng, South Africa NTT Full time

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?
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.


Key Roles and Responsibilities:

  • Proactively monitor the work queues and provide support to clients where the ticket is highly technical or sophisticated in nature
  • Work 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 performed
  • Proactively 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 resolution
  • Provide 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 engineers
  • Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and businessimpacting issues
  • Ensure 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 shift
  • Support, track, and document change implementation
  • Timely escalation of all tickets to management with ensuing updates, where applicable
  • Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
  • Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
  • Coach Service Desk, Operations Center, and L3 teams offering technical expertise and pushing work down to other engineering teams
  • Performs 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 record
  • Deep technical skills in relevant functions
  • Excellent client service orientation and passion for achieving or exceeding expectations
  • Excellent written and verbal communication skills
  • 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 adapt to changing circumstances
  • Ability 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 certification
  • At least one midLevel certification relevant to CoE
  • Ex
  • CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
  • Scripting kn

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