Service Delivery Expert
2 weeks ago
Role Overview
The MS Engineer L3 is a key member of our Technical Service Management team, responsible for delivering exceptional service to our clients. As a seasoned engineer, you will utilize your technical expertise to proactively identify and resolve complex technical incidents and problems, ensuring zero missed service level agreement (SLA) conditions.
Your primary objective will be to provide a high level of service to clients by managing tickets of high complexity, conducting advanced tasks, and providing resolution to a diverse range of complex problems. You will apply analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
Key Responsibilities
- Configure, install, test, and operate assigned infrastructure at the client site, perform necessary checks, apply monitoring tools, and respond to alerts.
- Identify problems and errors prior to or when they occur, log all such incidents in a timely manner with the required level of detail, and assist in analysing, assigning, and escalating support calls.
- Investigate third-line support calls assigned, identify the root cause of incidents and problems, report and escalate issues to 3rd party vendors if necessary, and provide onsite technical support to clients and field engineering services.
- Conduct monthly random review of incidents and service requests, analyse, and recommend improvement in quality, provide continuous feedback to clients and affected parties, and update all systems and/or portals as prescribed by NTT.
- Proactively identify opportunities for work optimisation, including opportunities for automation of work.
Requirements
- Relevant diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
- Up-to-date and relevant ITIL certification.
- CCNA certified.
- CCNPA certified.
- 10 years of working experience.
- Experience required in Engineering function within a medium to large ICT organisation.
- Experience of Managed Services.
- Excellent working knowledge of ITIL processes.
- Excellent experience working with vendors and/or 3rd parties.
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