MS Engineer

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
As a Networking Managed Services Engineer (L3) at NTT DATA, you will lead in providing exceptional managed services to our clients. Your day will revolve around proactively identifying and resolving technical incidents and problems, ensuring our clients meet all service level agreement (SLA) conditions, identify root cause of critical incidents and implement solutions for problems identified. With your advanced technical expertise, you will manage high-complexity tickets, conduct thorough analyses, and provide resolutions to a variety of complex issues, all while coaching and mentoring junior team members. Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.

You will ensure that our clients' infrastructure is configured, installed, tested, and operational, performing necessary checks and employing monitoring tools to respond to alerts in a timely manner. Your role will involve identifying and logging problems before they escalate, analysing and escalating support calls, and investigating third-line support calls to find root causes and solutions.

Additionally, you will provide onsite technical support and field engineering services to clients, work closely with third-party vendors for issue escalation, and offer continuous feedback and updates to all involved parties. Through your efforts, you will drive operational improvements and optimize work processes, including opportunities for automation.

You may also have the opportunity to manage and implement projects within the technology domain, deliver disaster recovery functions and tests, and improve the quality of incidents and service requests through random monthly reviews. Your work will play a key role in delivering high-quality services that ensure a positive client experience throughout their journey with us.
To thrive in this role, you need to have:

• Proficiency in Cisco Nexus and Catalyst switches, VXLAN, ASr and ISr routers, Cisco ACS, ISE, enterprise network architecture, routing protocols (BGP, OSPF, EIGrP), network address translation, and troubleshooting uplinks to ISPs for dIA, MPLS, and P2P circuits, CISCO WLC.
• Advanced Certifications on at least one or two above mentioned technologies.
• Cisco SDWAN knowledge and experience. 
• Cisco Software Defined Access (SDA), DNAC knowledge.
• Cisco Nexus Dashboard Fabric Controller (NDFC, NDI) knowledge.
• Excellent planning and project management abilities, taking changing circumstances into account.
• Strong communication skills, with the ability to work across different cultures and social groups.
• Effective active listening skills.
• A client-focused approach, prioritizing their requirements and creating positive experiences.
• Adaptability to changing circumstances and the ability to work diligently when necessary.
• A positive outlook and the ability to work well under pressure.
• A bachelor's degree in IT/Computing or equivalent work experience.

Key Responsibilities:

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.
• Performs necessary checks, apply monitoring tools and respond to alerts.
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Assists in analyzing, assigning, and escalating support calls.
• Investigates third line support calls assigned and identify the root cause of incidents and problems.
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides onsite technical support to clients and provide field engineering services to clients.
• Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization including opportunities for automation of work.
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
• May work on implementing and delivering disaster recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan 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 pressurized 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• CCNP or equivalent certification.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).

Required experience:

• Seasoned experience required in Engineering function within a medium to large ICT organization.
• Seasoned experience of Managed Services.
• Seasoned working knowledge of ITIL processes.
• Seasoned experience working with vendors and/or 3rd parties.

#LIAPAC

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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