Networking Managed Services Engineer (L2)

Join NTT DATA and make an impact with your skills in Networking Managed Services. As a Networking Managed Services Engineer (L2), you will be responsible for providing a managed service to clients to ensure their IT infrastructure and systems remain operational. You will proactively monitor and resolve technical incidents and problems, and communicate with other teams and clients for extending support.

Requirements

• Proactively monitors the work queues
• Performs operational tasks to resolve incidents/requests in a timely manner
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyzes issues and errors prior to or when they occur
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans
• Follows the shift handover process
• Escalates all tickets to seek the right focus from CoE and other teams
• Works with automation teams for effort optimization and automating routine tasks
• Coaches Service Desk and L1 teams for technical and behavioural skills
• Establishes monitoring for client infrastructure
• Identifies problems and errors before they impact a client’s service
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process
• Plans and executes approved maintenance activities
• Audits and analyses incident and request tickets for quality and recommends improvements
• Produces trend analysis reports for identifying tasks for automation

Benefits

• Equal Opportunity Employer
• Diverse and inclusive work environment
• Opportunities for career growth and development