Enterprise Network Operations Shift Lead Professional
3 weeks ago
About the Role
As a Shift Lead in NTT DATA’s Enterprise Network Operations team, you will play a key role in providing outstanding customer service and ensuring the smooth operation of our clients’ global networks. Your passion and understanding for technology will be essential in leading a team of experts who are responsible for handling network/security support, problem management, and managing network performance.
Key Responsibilities
- Manage on-going incident queue and ensure all quality parameters are updated.
- Responsible for shift management and ensuring that high priority issues are addressed promptly.
- Participate in Sev-1 incident calls and provide technical expertise to resolve complex issues.
- 24*7 Remote Management and Monitoring of Enterprise Networks for Large Global clients.
- Drive ticket resolution and work with the team to resolve trouble tickets, handle ticket escalation.
- Creation of Standard Operating Procedure documents and planning Change Management processes.
- Performance tuning of Network devices and creation of Service Improvement Plans.
- Collaborate with Telecommunication Service Providers to resolve escalated circuit problems.
- Plan and execute firmware upgrades and work with Hardware/Software Vendors to resolve problems.
- Train and Mentor team members.
- Interface with customers on calls and lead technical meetings.
- Provide technical inputs for weekly/monthly customer service review reports.
Requirements
- Minimum 8+ years of progressive, relevant experience in complex network operations environments.
- Minimum 2+ years of relevant experience in shift and team handling.
- Bachelor in Engineering - Computers/Electronics/Communication or related field or Graduate/Post Graduate in Science/Maths/IT or related streams with relevant technology experience.
About NTT DATA
NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We help clients innovate, optimize, and transform for long-term success. Our diverse experts in over 50 countries and a robust partner ecosystem enable us to deliver cutting-edge solutions. As a Global Top Employer, we prioritize diversity, equity, and inclusion, fostering a culture that values creativity, innovation, and excellence.
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