Technical Expert

4 weeks ago

Bengaluru, Karnataka, India NTT DATA Full time

About the Role

As a Platform Support Engineer (L3) at NTT DATA, you will play a vital role in exercising excellent customer service skills while applying technical knowledge to support various processes, including Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers.

Key Responsibilities

  • Provide support to users/administrators of the NTT platform
  • Support and contribute to the growth of best practices for delivery of support services
  • Understand NTT platform, Cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations
  • Act as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision
  • Engage with cross-functional teams such as operations and engineering to build, drive, and improve tools and processes for quicker issue resolution
  • Mentor less experienced team members in various technologies

Requirements

  • Solid working knowledge of cloud/web application components
  • Understanding of network monitoring connectors such as SCOM, Solarwinds, etc.
  • Understanding of SNMP traps and MIBs/OIDs
  • Ability to understand and modify basic XML, JSON, Regular Expressions (RegEx)
  • Strong understanding of HTTP/HTTPS Request and Response Cycle
  • Good understanding of database concepts
  • Fundamental understanding of ITSM, CMDB, and ITIL business process
  • Strong troubleshooting/root cause isolation skills
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Proficiency in analyzing log files and standard debugging concepts
  • Familiarity with tools and practices of the trade such as incident management, knowledgebase, defect, and escalation management
  • Solid understanding of email infrastructure/protocols
  • Seasoned, experienced professional with complete knowledge and understanding of area of specialization
  • Uses evaluation, judgment, and interpretation to select the right course of action
  • Solid understanding of Web Services – REST and SOAP and Authentication mechanisms – Single Sign-on, LDAP
  • Basic object-oriented programming skills (Java strongly preferred)
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems
  • Ability to multi-task and work with high-value customer administrators and developers
  • Team player working efficiently in a collaborative environment
  • Strong personal commitment to quality and customer service
  • Proven ability to maintain a professional demeanor when handling complex user issues

Qualifications and Certifications

  • Bachelor's degree or equivalent in Information Technology/Computer Science or related
  • ITIL v3 certification

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, 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.

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