Technical Expert

2 weeks ago

Mumbai, Maharashtra, India NTT DATA Full time

Job Description

Make an impact with NTT DATA
Navigate the digital landscape with us. At NTT DATA, we push the boundaries of innovation. Our team of experts excels in technical excellence and leading-edge solutions. Together, we drive meaningful change for our clients and society.

Your role at NTT DATA

The Managed Services Cross Technology Engineer (L3) ensures seamless service delivery to clients. By proactively identifying and resolving complex technical incidents and problems, this role maintains the highest level of service quality. With a focus on zero missed service level agreement (SLA) conditions, this expert handles tickets of high complexity, conducts advanced tasks, and provides resolution to diverse, intricate problems. This position requires considerable judgment, independent analysis, and deep technical expertise to achieve client outcomes, while mentoring junior team members across functions. This role spans two or more technology domains - Cloud, Security, Networking, Applications, and/or Collaboration.

Key Responsibilities:

  1. Configure, install, test, and maintain assigned infrastructure at the client site.
  2. Perform necessary checks, apply monitoring tools, and respond to alerts.
  3. Identify problems and errors prior to or when they occur and log incidents in a timely manner with the required level of detail.
  4. Assist in analyzing, assigning, and escalating support calls.
  5. Investigate third-line support calls assigned and identify the root cause of incidents and problems.
  6. Report and escalate issues to 3rd party vendors if necessary.
  7. Provide continuous feedback to clients and affected parties, and update all systems and/or portals as prescribed by NTT.
  8. Proactively identify opportunities for work optimization, including opportunities for automation of work.
  9. Coach L2 teams for advanced technical troubleshooting and behavioral skills.
  10. May manage and implement projects within technology domains, delivering effectively and promptly according to client-agreed requirements and timelines.
  11. May work on implementing and delivering Disaster Recovery functions and tests.

Knowledge and Skills:

  1. Ability to communicate and work across different cultures and social groups.
  2. Ability to plan activities and projects well in advance, taking into account possible changing circumstances.
  3. Ability to maintain a positive outlook at work.
  4. Ability to work well in a pressurized environment.
  5. Ability to work hard and put in longer hours when necessary.
  6. Ability to apply active listening techniques, such as paraphrasing messages to confirm understanding, probing for further relevant information, and refraining from interrupting.
  7. Ability to adapt to changing circumstances.
  8. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

  1. Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
  2. Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
  3. Relevant certifications include: Redhat Certified Engineer / Associate, Oracle Cloud Infrastructure Architect Professional, IBM Certified System Administrator - WebSphere Application Server Network, Oracle Weblogic system administration.

Required Experience:

  1. Seasoned Managed Services experience handling complex cross-technology infrastructure.
  2. Seasoned experience required in Engineering function within a medium to large ICT organization.
  3. Seasoned working knowledge of ITIL processes.
  4. Seasoned experience working with vendors and/or 3rd parties.

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of 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 to help organizations and society move confidently and sustainably into the digital future. 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. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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