Ms Technical Lead

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

This role will see you as the Network Guru for the team, responsible for ensuring a managed service and first class support is provided to all clients, to ensure that their IT infrastructure and systems remain operational. You will managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients. There will be a good mix of project and support work in the role.

There are excellent opportunities to expose yourself to new technologies.

**Working at NTT**
- Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
- Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA. Timely and consistent updates of tickets with resolution tasks performed
- Proactively 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 forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem. Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
- Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business impacting issues
- Ensure that the shift hand over process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift
- Support, track, and document change implementation
- Timely escalation of all tickets to management with ensuing updates, where applicable
- Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
- Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
- Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams
- Performs quality audits, covering process, service experience, ticket updates etc. as required

**What will make you a good fit for the role?**
- Experience with SD-WAN and Cisco DNA Center is a must.
- Degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Desirable - CCIE certified (routing and switching AND/ OR data centre)
- Proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Focus on delivering to customers and a passion for achieving or exceeding expectations
- Excellent written and verbal communication skills including actively listening
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work and work under pressure
- Ability to adapt to changing circumstances
- Strong hands on experience with Cisco ASR, ISR, Catalyst, Nexus
- Experience with load balancing (F5/Netscaler or similar technologies)
- Automation skills

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being **your best self -** in a progressive ‘Connected Working’ environment that promo