MS Engineer

4 weeks ago

Port Elizabeth, Eastern Cape, South Africa NTT DATA Full time

About the Role

This is an exciting opportunity to join NTT DATA as a Managed Services Cross Technology Engineer (L2). As a key member of our team, you will be responsible for providing a managed service to clients to ensure their IT infrastructure and systems remain operational.

Key Responsibilities

  • Proactively monitor work queues and perform operational tasks to resolve incidents and requests in a timely manner.
  • Identify, investigate, and analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
  • Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
  • Communicate with other teams and clients for extending support and escalate tickets as needed.
  • Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
  • Follow the shift handover process and highlight any key tickets to be focused on.
  • Work with automation teams for effort optimization and automating routine tasks.
  • Identify problems and errors before they impact a client's service and provide assistance to L1 Security Engineers.
  • Lead and manage all initial client escalation for operational issues and contribute to the change management process.
  • Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation and leading to a reduction in tickets and optimization of effort.

Requirements

  • Moderate level years of relevant managed services experience handling cross-technology infrastructure.
  • Moderate level knowledge in ticketing tools preferably Service Now.
  • Moderate level working knowledge of ITIL processes.
  • Moderate level experience working with vendors and/or 3rd parties.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success.

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.

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