Data Centre Technical Support Specialist

3 weeks ago

Bengaluru, Karnataka, India NTT DATA Full time

Data Centre Technical Support Specialist Job Description

NTT DATA is seeking a skilled Data Centre Technical Support Specialist to provide professional remote technical support services to clients. The ideal candidate will be responsible for identifying and resolving technical incidents and problems, restoring service to clients, and ensuring all requests and incidents result in zero missed service level agreement (SLA) conditions.

Key Responsibilities:

  • Maintain the support process and handle requests according to procedures
  • Identify and resolve problems following agreed procedures
  • Carry out agreed maintenance tasks
  • Utilize knowledge articles in incident diagnosis and resolution, and assist with updating as required
  • Monitor service delivery against service level agreements and maintain relevant records
  • Analyze service records against agreed service levels to identify actions required to maintain or improve service levels, and initiate or report these actions
  • Prioritize and diagnose incidents according to procedures
  • Investigate causes of incidents and seek resolution
  • Escalate unresolved incidents and follow up until incident is resolved
  • Provide service recovery following resolution of incidents
  • Document and close resolved incidents according to procedures
  • Maintain secure, accurate, complete, and current configuration on configuration items (CIs)
  • Apply tools, techniques, and processes to track, log, and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use
  • Remotely investigate and identify root causes of incidents, and assist with the implementation of agreed remedies and preventative measures
  • Maintain knowledge of specific specialisms, and provide detailed advice regarding their application
  • Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
  • Provide continuous feedback to clients and affected parties, and update all systems, portals, and ticketing tools as prescribed by NTT standard operating procedures
  • Cooperate with all stakeholders, including client IT environments, vendors, carriers, and NTT colleagues, to expedite diagnosis of errors and problems, and to identify a resolution
  • Creation of knowledge articles in incident diagnosis/resolution, and assist with updating as required
  • Upgrade skills and enhance knowledge on latest products and technologies, and complete required certification

Requirements:

  • Working knowledge of technical documentation
  • Knowledge of management agent concepts, redundancy concepts, and remote console architecture within supported technical domain
  • Knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya, etc.
  • Customer service orientated and pro-active thinking
  • Problem solver who is highly driven and self-organised
  • Great attention to detail
  • Good analytical and logical thinking
  • Excellent spoken and written communication skills
  • Team play with the ability to work well with others, and in groups, with colleagues and stakeholders

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Computing or related
  • Professional level certification in different Data Centre technologies, such as Cisco, NetApp, EMC - Ex: CCNP (DC), ONTAPP
  • Expertise in at least two Data Centre technologies

Workplace type:

Hybrid Working

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