Service Delivery Coordinator

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

This role may also contribute to / support on project work as and when required.

**Working at NTT**

**Key Roles and Responsibilities**:

- 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

**Knowledge, Skills and Attributes**:

- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to adapt to changing circumstances
- 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**:

- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
- Relevant certifications include:

- 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

**Required Experience**:

- Moderate level years of relevant managed services experience handling cross technology infrastructure
- Moderate level knowledge in ticketing tools preferably Service Now
- Moderate level working knowledge of ITIL processes
- Moderate level experience working with vendors and/or 3rd parties

**Skills Summary**

API Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Data Networking, Firewalls, Infrastr