High-Tech IT Infrastructure Specialist

16 hours ago

Port Elizabeth, Eastern Cape, South Africa NTT DATA Full time
Job Overview
Negotiating an estimated salary of $85,000 per year for a Data Center Systems Engineer (L2) position at NTT DATA, you will be part of a renowned company pushing the boundaries of what is possible. You will work with clients to ensure their IT infrastructure and systems remain operational, providing a managed service that makes an impact.

Your Responsibilities

The Data Center Systems Engineer (L2) role involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems to restore service to clients within agreed service level agreements (SLA). You will review client requests or tickets, applying technical/process knowledge to resolve them without breaching SLA.

You will focus on second-line support for incidents and requests with a medium level of complexity, covering two or more technology domains such as Cloud, Security, Networking, Applications, and/or Collaboration etc.

This role may also contribute to/support on project work as and when required.


Key Responsibilities:
  • Proactively monitor the work queues.
  • Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
  • Update tickets with resolution tasks performed.
  • Identify, investigate, analyse 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 the root cause of incidents and problems.
  • Communicate with other teams and clients for extending support.
  • 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 focussed 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.
  • Ability to work across various other resolver group (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 analyse 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 optimisation of effort.
  • May also contribute to/support on project work as and when required.
  • May work on implementing and delivering Disaster Recovery functions and tests.
  • Perform any other related task as required.

Achieving Success
  • 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)

Required Certifications:

  • HPE certified: Synergy administration (preferred)
  • HPE certified: Primera/Alletra (preferred)
  • VMware certified Professional: Data Centre Virtualization (preferred)
  • VMware: SRM - Site recovery manager (advantages)
  • Microsoft Certified: MCP (preferred)
  • AWS Certified: practitioner (advantages)

Expected 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

KPIs for Success:

  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance, and takes 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 it is 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.

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