Senior IT Infrastructure Engineer
5 days ago
NTT DATA is a global leader in business and technology services, committed to helping clients innovate, optimize, and transform for long-term success.
Navigating the ever-changing digital landscape requires expertise and innovation. As a trusted partner, NTT DATA offers a comprehensive range of services, from business and technology consulting to data and artificial intelligence, industry solutions, application development, infrastructure management, and more. Our dedication to excellence has earned us a reputation as a Top Employer globally.
We are part of the NTT Group, a global leader in technology services, with over $30 billion in revenue and operations in over 50 countries. At NTT DATA, we believe that our people are our greatest asset, and we're committed to fostering an inclusive culture that values diversity, equity, and inclusion.
About This Role:
This exciting opportunity is part of our Managed Services team, where you'll play a critical role in ensuring the smooth operation of our clients' IT infrastructure. As a Senior Network Engineer, you'll be responsible for providing proactive monitoring, identifying potential issues, and resolving technical incidents to ensure minimal disruption to our clients' businesses.
Your Key Responsibilities:
* Proactively monitor work queues to identify potential issues
* Perform operational tasks to resolve incidents and requests in a timely manner, adhering to agreed-upon service level agreements (SLAs)
* Update tickets with resolution tasks performed, ensuring accurate record-keeping
* Identify, investigate, analyze, and log issues promptly, capturing all relevant information for immediate resolution
* Provide second-level support for incidents, requests, and root cause analysis, collaborating with other teams and clients as needed
* Execute changes with clear identification of risks and mitigation plans, capturing details in change records
* Follow shift handover processes, highlighting key tickets and upcoming critical tasks
* Escalate tickets to seek necessary focus from Center of Excellence (CoE) and other teams, if required
* Collaborate with automation teams for effort optimization and routine task automation
* Identify problems and errors before they impact clients' services
* Assist L1 Security Engineers in better initial triage or troubleshooting
* Lead and manage client escalations for operational issues
* Contribute to the change management process by logging all change requests with complete details
* Ensure all changes are carried out with proper approvals and planning
What We're Looking For:
This role requires a moderate level of years of experience in managed services handling cross-technology infrastructure, along with a solid understanding of ticketing tools, preferably ServiceNow. Strong working knowledge of ITIL processes and experience working with vendors and/or 3rd parties is also essential. Certification in relevant areas, such as CCNP or equivalent, is highly valued.
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