Digital IT Infrastructure Specialist

1 month ago

Johannesburg, Gauteng, South Africa NTT DATA Full time
About the Role

We are seeking a highly skilled Digital IT Infrastructure Specialist to join our team. As a key member of our infrastructure team, you will be responsible for providing top-notch managed services to clients, ensuring their IT infrastructure and systems remain operational.

Your primary objective will be to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). You will focus on second-line support for incidents and requests with a medium level of complexity across multiple technology domains, including Cloud, Security, Networking, Applications, and Collaboration.

Key Responsibilities
  • Proactively monitor work queues to identify potential issues before they escalate.
  • Perform operational tasks to resolve incidents/requests in a timely manner and within agreed SLAs.
  • Update tickets with resolution tasks performed, ensuring accurate record-keeping.
  • Identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
  • Capture all required information for immediate resolution, facilitating efficient issue closure.
  • Provide second-level support to all incidents, requests, and identify root causes of issues and problems.
  • Communicate effectively with other teams and clients for extended support.
  • Execute changes with clear identification of risks and mitigation plans captured into change records.
  • Follow shift handover processes, highlighting key tickets and upcoming critical tasks for the next shift.
  • Educational Institutes Escalation: Advocate for client interests by escalating tickets as necessary to seek focused support from CoE and other teams, continuing escalations to management if needed.
  • Collaborate with automation teams for effort optimization and automating routine tasks.
  • Ability to work across various resolver groups (internal and external) like Service Providers, TAC, etc.
About NTT DATA

NTT DATA is a 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. With over $30 billion in annual revenue, we invest heavily in R&D to help organizations move confidently and sustainably into the digital future.

Requirements
  • Moderate years of relevant managed services experience handling cross-technology infrastructure.
  • Moderate knowledge in ticketing tools, preferably ServiceNow.
  • Moderate working knowledge of ITIL processes.
  • Moderate experience working with vendors and/or third parties.
Salary Information

The estimated salary range for this role is £45,000 - £65,000 per annum, depending on qualifications and experience. This figure is based on industry standards and regional market conditions.

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