Senior Windows Engineer
6 days ago
Job Overview
NTT DATA is seeking a skilled Senior Windows Engineer to join our team. As a key member of our Managed Services team, you will be responsible for providing second-line support for IT infrastructure and systems, ensuring they remain operational and meet the required service level agreements.
Key Responsibilities
- Proactively monitor work queues and perform operational tasks to resolve incidents and requests in a timely manner.
- Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur.
- Provide second-level support to incidents, requests, and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extended support and execute changes with clear identification of risks and mitigation plans.
- Follow the shift handover process and escalate tickets to seek the right focus from CoE and other teams if needed.
- Work with automation teams for effort optimization and automating routine tasks.
- Ability to work across various resolver groups like Service Provider, TAC, etc.
- Identify problems and errors before they impact a client's service and provide assistance to L1 Security Engineers for better initial triage or troubleshooting.
- Lead and manage all initial client escalation for operational issues and contribute to the change management process.
- Plan and execute approved maintenance activities and audit and analyze incident and request tickets for quality and recommend improvements.
- 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, such as CCNP, CCNA, Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, etc.
- Moderate level years of relevant managed services experience handling cross-technology infrastructure, knowledge in ticketing tools, and moderate level working knowledge of ITIL processes.
- Moderate level experience working with vendors and/or 3rd parties.
About NTT DATA
NTT DATA is a global leader in 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 and have diverse experts in more than 50 countries.
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.
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