DirecciónKey Roles and Responsibilities :
- Proactively monitors the work queues.
- Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
- Update tickets with resolution tasks performed
- Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.
Capture all required and relevant information for immediate resolution
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
- Work with automation teams for effort optimization and automating routine tasks
- Coach Service Desk and L1 teams for technical and behavioural skills
- Establish monitoring for client infrastructure
- Identify problems and errors before they impact a client’s service
- Lead and manages all initial client escalation for operational issues.
- Contribute 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
- Plan and execute approved maintenance activities
- Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort
Knowledge, Skills and Attributes :
- Ability to communicate and work across different cultures and social groups
- Ability to plans 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 pressurised environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
Academic Qualifications :
Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
Advantageous Certifications :
- Up to date and relevant ITIL certification
- At least one mid-Level certification relevant to CoE - Ex CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
- Good to have scripting knowledge such as Python, PERL
- Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.
- Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
- Cisco Certified Network Associate - Wireless (CCNA-WL)
- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
- Cisco Certified Network Associate - Security (CCNA-SEC)
- Juniper Certifications
- Meraki Certifications
- MCSA, MCSE, RHEL, VCP
- MS-IIS Server
- Citrix Metaframe
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- Cisco Certified Network Associate - Video (CCNA-VID)
- Cisco Certified Network Associate - Voice (CCNA-V)
Any of the above certifications is a plus. The MS Services Engineer (L2) is expected to gain certifications relevant to services supported.
Certifications carry additional weightage on candidate’s qualification for the role.
Required Experience :
- Moderate years of relevant managed services experience
- Moderate level knowledge in ticketing tools preferably Service Now
- Minimum 3 year experience hands on Firewalls, Cisco ASA is preferred.
- Firewall ACL configuration and troubleshooting.
- NAT / PAT and Port forwarding configuration and troubleshooting.
- IPSec tunnel creation and troubleshooting
- Cisco Anyconnect and Fortinet SSL VPN creation and troubleshooting
- Firewall Firmware Upgrade
- Firewall Config backup and restoration
- Firewall Initial configuration and hardening
- Firewall log analysis
- UTM Policy and Object Creation
- Advance routing feature configuration ie. BGP and OSPF
- Multicast configuration on the Firewall
- SDWAN Configuration on Fortigate (Good to have)
Skills Summary
What will make you a good fit for the role?
Standard career level descriptor for job level :
- Seasoned and experienced professional
- Has full understanding of specialisation area
- Resolves wide range of issues in creative ways
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new assignments
- Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
or a PhD or equivalent degree without experience; or equivalent work experience
Remote Type : On-site Working
On-site Working
Equal Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
