Platform Support Engineer

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA
The role of Platform Support Engineer (L2) is a developing subject matter expert who exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers.

Key responsibilities:

• Provides support to users/administrators of the company platform.
• Supports and contributes to the growth of best practices for delivery of support services.
• Ensures understanding of the platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue.
• Engages with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Developing knowledge of the components in cloud/web applications.
• Demonstrated ability to troubleshoot the difficult technical issues.
• Demonstrated exposure to network monitoring connectors such as SCOM, Solarwinds etc.
• Developing understanding of SNMP traps and MIBs/OIDs.
• Developing understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx).
• Developing understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST.
• Developing understanding of object-oriented programming skills (Java strongly preferred).
• Good understanding of database concepts.
• Developing understanding of ITSM, CMDB and ITIL business process.
• Proficient with analyzing log files and standard debugging concept.
• Experience providing web development support is highly desirable.
• Familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management.
• Excellent communication skills (verbal and written).

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Computer Science or related field.
• Relevant ITIL certification.

Required experience:

• Moderate level experience providing customer facing technical support.
• Moderate level experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM).
• Moderate level experience providing SaaS support is desirable.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.  Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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, colour, 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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