Senior IT Infrastructure Specialist
1 month ago
As a Senior IT Infrastructure Specialist at NTT DATA, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through proactive monitoring, identifying, investigating, and resolving technical incidents and problems, you will be able to restore service to clients. Your primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
This role focuses on second-line support for incidents and requests with a medium level of complexity. You will work across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.
This role may also contribute to / support on project work as and when required.
What You'll Be Doing:
Proactively monitors the work queues
Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
Updates tickets with resolution tasks performed
Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
Captures all required and relevant information for immediate resolution
Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
Communicates with other teams and clients for extending support
Executes changes with clear identification of risks and mitigation plans to be captured into the change record
Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
Works with automation teams for effort optimization and automating routine tasks
Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc
Identifies problems and errors before they impact a client's service
Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting
Leads and manages all initial client escalation for operational issues
Contributes 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
Ensures all changes are carried out with proper change approvals
Plans and executes approved maintenance activities
Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
Produces 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
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