Digital Infrastructure Manager
5 days ago
About the Position
We are seeking a highly experienced Digital Infrastructure Manager to join our team at NTT America Solutions, Inc.
As a Digital Infrastructure Manager, you will be responsible for providing managed services to clients by proactively identifying and resolving cloud-based incidents and problems.
Your primary objective will be to ensure zero missed service level agreement (SLA) conditions and manage tickets of high complexity.
You will conduct advanced and complicated tasks, provide resolution to a diverse range of complex problems, and use considerable judgment and independent analysis within defined policies and practices.
The ideal candidate will have seasoned experience in engineering functions within a medium to large ICT organization and excellent working knowledge of ITIL processes.
Key Responsibilities
- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational.
- Perform necessary checks, apply monitoring tools, and respond to alerts.
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
- Assist in analyzing, assigning, and escalating support calls.
- Investigate third-line support calls assigned and identify the root cause of incidents and problems.
- Report and escalate issues to 3rd party vendors if necessary.
- Provide onsite technical support to clients and provide field engineering services to clients.
- Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
- Proactively identify opportunities for work optimization including opportunities for automation of work.
- May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Perform any other related task as required.
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