Server Infrastructure Specialist

2 weeks ago

Durban, KwaZulu-Natal, South Africa NTT Full time
About the Role

We are seeking a highly skilled Server Infrastructure Specialist to join our team at NTT DATA. As a key member of our Managed Services team, you will be responsible for providing expert-level support for our clients' IT infrastructure and systems.

Key Responsibilities
  • Proactively monitor and manage client work queues to ensure timely resolution of incidents and requests.
  • Perform operational tasks to resolve incidents and requests within agreed service level agreements (SLAs).
  • Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur.
  • Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
  • Communicate with other teams and clients for extended support and execute changes with clear identification of risks and mitigation plans.
  • Follow the shift handover process and escalate all tickets to seek the right focus from CoE and other teams, if needed.
  • Work with automation teams for effort optimization and automating routine tasks and identify problems and errors before they impact a client's service.
  • Provide assistance to L1 Security Engineers for better initial triage or troubleshooting and lead and manage all initial client escalation for operational issues.
  • Contribute to the change management process by logging all change requests with complete details and ensure all changes are carried out with proper change approvals.
  • 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, leading to a reduction in tickets and optimization of effort.
Requirements
  • Higher degree in IT or Computer Science (or past experience).
  • At least 3-4 years' experience in the field.
  • English speaking.
  • Planning & time management skills, good verbal & written communication, ability to adapt, analyze problems, think innovatively, customer orientation.
  • Knowledge or experience of IT, particularly in Windows Server Management, VMware ecosystem, Active directory management, DNS, DHCP, GPO, Microsoft O365 ecosystem, Backup systems, Monitoring tools, and Storage.
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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

We are 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.

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