Senior Systems Engineer for IT Service Management

2 weeks ago

Mumbai, Maharashtra, India NTT DATA Full time
About the Role

NTT DATA is seeking a highly skilled Senior Systems Engineer to join our team. This is an excellent opportunity for a motivated and experienced professional to work with us in delivering top-notch IT services to our clients.

Key Responsibilities:

  • Proactively monitor and manage IT service queues, ensuring timely resolution of incidents and requests within agreed service level agreements (SLAs).
  • Perform operational tasks to resolve issues efficiently, updating tickets with resolution tasks performed.
  • Identify, investigate, analyze, and log issues and errors in a timely manner, capturing all relevant information for immediate resolution.
  • Provide second-level support, identifying root causes of incidents and problems, communicating effectively with other teams and clients as needed.
  • Implement changes with clear risk identification and mitigation plans, documenting changes in records.
  • Adhere to shift handover processes, highlighting key tickets and upcoming critical tasks for the next shift.
  • Elevate complex tickets for focused attention from specialized teams or management if necessary.
  • Collaborate with automation teams to optimize effort and automate routine tasks.
  • Cross-functional coordination with resolver groups (internal and external), including Service Provider, TAC, etc.
  • Anticipate and prevent client service impact by identifying potential issues before they occur.
  • Offer assistance to L1 Security Engineers for enhanced initial triage or troubleshooting.
  • Lead client escalation for operational issues, contributing to the change management process.
  • Audit and analyze incident and request tickets for quality and suggest improvements to knowledge articles.
  • Generate trend analysis reports to identify opportunities for automation, reducing ticket volume and optimizing effort.
  • Contribute to project work as needed and may be involved in implementing disaster recovery functions and tests.
  • Undertake any additional duties as required.

Requirements and Qualifications:

  • Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.
  • Certifications relevant to provided services carry additional weightage on candidate qualifications (certifications listed but not limited to CCNP, CCNA, Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate).
  • Moderate level years of managed services experience handling cross-technology infrastructure.
  • Moderate level knowledge of ticketing tools, preferably Service Now.
  • Moderate level understanding of ITIL processes.
  • Moderate level experience working with vendors and/or 3rd parties.

Working Arrangements:

This role will involve On-site Working at NTT DATA offices.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services, committed to helping clients innovate, optimize, and transform for long-term success. We serve 75% of the Fortune Global 100. Our services include business and technology consulting, data and AI, industry solutions, application development, implementation, and management, as well as digital and AI infrastructure. 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. Join our growing global team and accelerate your career with us.

We are an Equal Opportunity Employer

We pride ourselves on being an inclusive workplace that values diversity and promotes equality of opportunity for all employees and job applicants without regard to age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. We do not discriminate based on these characteristics and believe that everyone deserves equal access to opportunities. If you're looking for a challenging yet rewarding career with a leading company, apply today

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