Technical Specialist

2 weeks ago

Chennai, 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

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

Provides support to customers/users where the product is highly technical or sophisticated in nature.

What you'll be doing

The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.

The MS Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Key Roles and Responsibilities:

Ensure that assigned infrastructure at the client site is configured, installed, tested, and operationalPerform necessary checks, apply monitoring tools and respond to alertsIdentify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detailAssist in analyzing, assigning, and escalating support callsInvestigate third line support calls assigned and identify the root cause of incidents and problemsReport and escalate issues to 3rd party vendors if necessaryProvide onsite technical support to clients and provide field engineering services to clientsConduct a monthly random review of incidents and service requests, analyze and recommend improvement in qualityProvide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTTProactively identify opportunities for work optimization including opportunities for automation of work


Knowledge, Skills, and Attributes:

Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility 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

Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)


Advantageous Certifications:

Up to date and relevant ITIL certificationCisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S)Cisco Certified Network Professional - Wireless (CCNP-W)Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)JNCIA SecurityCertified Partner SE - WAN OptimizationRiverbed Certified Solutions Professional - WAN Optimization (RCSP-W)F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)301a LTM Specialist Architect Setup and Deploy Security domainCisco Certified Internetwork Expert - Security (CCIE-S)Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)Check Point Certified Security Administrator (CCSA)Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)Check Point Certified Security Expert (CCSE)Certified Partner SE - SecurityCertified Partner SE - Web SecurityVMware Certified Professional vSphereCisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)MCSA+VCP, RHCE, or equivalentEMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA_VNX_SS_V8)Blue Coat Certified Proxy SG Professional (BCCPSGP)Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)Cisco Certified Internetwork Expert - Voice (CCIE-V)Cisco Certified Network Associate - Video (CCNA-VID)ACIS - Avaya Communication Manager 5.2.1 (ACIS – 6006)Genesys Certified Composer Routing 8 Developer (GCD8-DCR)Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)Genesys eServices 8 Consultant (GCP8-CESV)Genesys Inbound Voice 8 Consultant (GCP8-CIV)Genesys SIP Server 8 Consultant (GCP8-SIP)Genesys Voice Platform 8.5 Consultant (GCP8-CVP)Genesys Workforce Management 8.5 Consultant (GCP8-WFM)Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)Genesys Certified Composer Routing 8 Developer (GCD8-DCR)Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)


Required Experience:

Solid years of work experienceSolid experience required in Engineering function within a medium to large ICT organizationSolid experience of Managed ServicesExcellent working knowledge of ITIL processesExcellent experience working with vendors and/or 3rd parties

Workplace type:

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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