Technical Specialist

7 days ago

Bengaluru, India NTT DATA Full time

Job Description

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 (L3) 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. The incumbent within the role is knowledgeable about IT Service Management, has solid experience with various technologies.

What you'll be doing

Key Roles and Responsibilities:

Provides support to users/administrators of the NTT platformSupports and contributes to the growth of best practices for delivery of support servicesunderstanding of NTT platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situationsActs as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervisionEngages with the cross functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolutionMentors less experienced team members in the various technologies


Knowledge, Skills and Attributes:

Solid working knowledge of the components in cloud/web applicationsunderstanding network monitoring connectors such as SCOM, Solarwinds etc.understanding of SNMP traps and MIBs/OIDsAbility to understand and modify basic XML, JSON, Regular Expressions (RegEx)Strong understanding of the HTTP/HTTPS Request and Response CycleGood understanding of database conceptsA fundamental understanding of ITSM, CMDB and ITIL business processStrong troubleshooting/root cause isolation skillsDemonstrated creative problem-solving approach and strong analytical skillsMust be proficient with analysing log files and standard debugging conceptFamiliarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation managementSolid understanding of email infrastructure/protocolsSeasoned, experienced professional; has complete knowledge and understanding of area of specializationUses evaluation, judgment, and interpretation to select right course of actionSolid understanding of Web Services – REST and SOAP and Authentication mechanisms – Single Sign-on, LDAPMust have basic object-oriented programming skills (Java strongly preferred)Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problemsAbility to multi-task and work with high-value customer administrators and developersShould be a team player working efficiently in a collaborative environmentStrong personal commitment to quality and customer serviceProven ability to maintain a professional demeanour when handling complex user issues


Academic Qualifications and Certifications:

Bachelor’s degree or equivalent in Information Technology/Computer Science or relatedITIL v3 certification


Required Experience:

Seasoned experience providing customer facing technical supportSeasoned demonstrated experience providing web development support is highly desirableSeasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM)

Workplace type:

Hybrid Working

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, 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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