Cross Technology Managed Services Engineer
hace 5 días
About the Role
We are seeking a highly skilled Managed Services Cross Technology Engineer to join our team at NTT DATA. As a key member of our team, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.
Key Responsibilities
- Proactively monitor the work queues to identify and resolve technical incidents and problems in a timely manner.
- Perform operational tasks to resolve all incidents/requests within the agreed SLA.
- Update tickets with resolution tasks performed and identify, investigate, and analyse issues and errors prior to or when they occur.
- 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 and execute changes with clear identification of risks and mitigation plans.
- 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 optimization of effort.
Requirements
- 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).
- 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 organisations 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, colour, 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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