Advanced IT Infrastructure Engineer
4 hours ago
About the Role
NTT DATA is a leading 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 are currently seeking an experienced Advanced IT Infrastructure Engineer to join our team. As an Advanced IT Infrastructure Engineer, you will be responsible for providing proactive monitoring, incident management, and problem resolution for our clients' IT infrastructure and systems.
Your Key Responsibilities:
- Proactively monitor work queues and perform operational tasks to resolve incidents/requests in a timely manner within agreed SLAs.
- Identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Capture all required and relevant information for immediate resolution.
- Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extending support.
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follow the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Work with automation teams for effort optimization and automating routine tasks.
- Ability to work across various other resolver groups (internal and external) like Service Provider, TAC, etc.
- Identify problems and errors before they impact a client's service.
- Assist L1 Security Engineers for better initial triage or troubleshooting.
- Lead and manage all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensure all changes are carried out with proper change approvals.
- Plan and execute approved maintenance activities.
- Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support on project work as and when required.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Perform any other related task as required.
About You
We are looking for a highly skilled and experienced Advanced IT Infrastructure Engineer who can provide expert-level technical support to our clients. To be successful in this role, you will have a strong understanding of ITIL processes and experience working with ticketing tools preferably Service Now.
You will also have moderate level years of relevant managed services experience handling cross-technology infrastructure and moderate level knowledge in Cloud, Security, Networking, Applications, and Collaboration.
Additionally, you will have certifications relevant to the services provided, such as CCNP or equivalent certification, CCNA certification in must, CCNP in Security or PCNSE certification is good to have, Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, Veeam Certified Engineer, VMware certified Professional: Data Centre Virtualization, Zerto, pure, vxrail, Google Cloud Platform (gcp), Oracle Cloud Infrastructure (oci), SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4, SAP Technology Consultant, SAP Certified Technology Associate - SAP HANA 2.0, Oracle Cloud Infrastructure Architect Professional, IBM Certified System Administrator - WebSphere Application Server Network.
What We Offer
We offer a competitive salary of $85,000 per year, a dynamic and inclusive work environment, and opportunities for career growth and development.
Apply Today
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