Data Center Infrastructure Engineer

2 days ago

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

About the Role:

The Data Center Systems Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

As a Data Center Systems Engineer, you will be proactively monitoring the work queues, performing operational tasks to resolve incidents and requests in a timely manner, and providing second level support to all incidents and requests.

You will identify, investigate, and resolve technical incidents and problems, and restore service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).

The Data Center Systems Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and focuses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

Key Responsibilities:

  • Proactively monitors the work queues.
  • Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
  • Updates tickets with resolution tasks performed.
  • Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
  • Captures all required and relevant information for immediate resolution.
  • Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
  • Communicates with other teams and clients for extending support.
  • Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
  • Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
  • Works with automation teams for effort optimization and automating routine tasks.
  • Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
  • Identifies problems and errors before they impact a client's service.

Required Experience and Qualifications:

  • Moderate level years of relevant managed services experience handling cross technology infrastructure.
  • Moderate level knowledge in ticketing tools preferably Service Now / JIRA.
  • 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 are a Global Top Employer, with diverse experts in more than 50 countries, and a robust partner ecosystem of established and start-up companies.

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