MS Engineer

1 month ago

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

Make an Impact with NTT DATA

NTT DATA is a global leader in business and technology services, committed to helping clients innovate, optimize, and transform for long-term success. We're seeking a highly skilled Managed Services Cross Technology Engineer (L2) to join our team.

Your Day at NTT DATA

The Managed Services Cross Technology Engineer (L2) is responsible for providing a managed service to clients, ensuring their IT infrastructure and systems remain operational. This involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems to restore service to clients. The primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs).

Key Roles and Responsibilities:

  • Proactively monitor work queues and perform operational tasks to resolve incidents/requests in a timely manner and within agreed SLAs.
  • Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur, logging all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution and 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 to be captured into the change record.
  • Follow the shift handover process, highlighting any key tickets to be focused on, along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Escalate all tickets to seek the right focus from CoE and other teams, if needed, continue the escalations to management.
  • 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 for standard and non-standard, including patching and any other changes to Configuration Items.
  • Ensure all changes are carried out with proper change approvals and plan and execute approved maintenance activities.
  • 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.

Knowledge, Skills, and Attributes:

  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance, taking 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 necessary.
  • Ability to apply active listening techniques, such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
  • Relevant certifications include: CCNP or equivalent certification, CCNA certification, CCNP in Security or PCNSE certification, Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, Veeam Certified Engineer, VMware certified Professional: Data Centre Virtualization, Zerto, pure, vxrail, Google Cloud Platform (gcp), Oracle Cloud Infrastructure (oci), SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4, SAP Technology Consultant, SAP Certified Technology Associate - SAP HANA 2.0, Oracle Cloud Infrastructure Architect Professional, IBM Certified System Administrator - WebSphere Application Server Network.

Required Experience:

  • 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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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