Global Infrastructure Specialist

7 days ago

Port Elizabeth, Eastern Cape, South Africa NTT DATA Full time
About the Role

We are seeking a highly skilled Global Infrastructure Specialist to join our team at NTT DATA.

Job Description

The Global Infrastructure Specialist will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. This involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems to restore service to clients within agreed service level agreements (SLAs).

The primary objective of this role is to review client requests or tickets and apply technical/process knowledge to resolve them without breaching SLA. The Global Infrastructure Specialist focuses on second-line support for incidents and requests with a medium level of complexity, covering two or more technology domains - Cloud, Security, Networking, Applications, and/or Collaboration.

Key Responsibilities:
  • Proactively monitor work queues to identify potential issues before they impact clients.
  • Perform operational tasks to resolve all incidents/requests in a timely manner and within agreed SLAs.
  • Update tickets with resolution tasks performed and maintain accurate records of client interactions.
  • Identify, investigate, analyze issues, and errors prior to or when they occur, and log all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution.
  • Provide second-level support to all incidents, requests, and identify root causes of incidents and problems.
  • Communicate with other teams and clients for extending support and collaborate with vendors and/or 3rd parties as needed.
  • Execute changes with clear identification of risks and mitigation plans captured into the change record.
  • Follow shift handover processes highlighting key tickets to focus on and upcoming critical tasks for the next shift.
  • Escalate all tickets to seek right focus from CoE and other teams, if needed, continue escalations to management.
  • Work with automation teams for effort optimization and automating routine tasks.
  • Ability to work across various resolver groups (internal and external) like Service Provider, TAC, etc.
  • Identify problems and errors before they impact a client's service.
  • Provide assistance to L1 Security Engineers for better initial triage or troubleshooting.
  • 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.
  • 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.
Requirements

To succeed in this role, you will need:

  • 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)

Desirable certifications include HPE certified: Synergy administration, HPE certified: Primera/Alletra, VMware certified Professional: Data Centre Virtualization, VMware: SRM - Site recovery manager, Microsoft Certified: MCP, and AWS Certified: practitioner.

The ideal candidate will have moderate level years of relevant managed services experience handling cross-technology infrastructure, moderate level knowledge in ticketing tools preferably Service Now / JIRA, and moderate level working knowledge of ITIL processes.

A strong ability to communicate and work across different cultures and social groups, plan activities and projects well in advance, maintain a positive outlook at work, and work hard and put in longer hours when necessary are essential skills for this role.

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