Make an impact with NTT DATA
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Your day at NTT DATA
The Networking Managed Services Engineer (L1) is an entry-level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. This role has the primary objective to ensure zero missed service level agreement (SLA) conditions and focuses on first-line support for standard and low complexity incidents and service requests. This role may also contribute to/support on project work as and when required.
Key ResponsibilitiesMonitors client infrastructure and solutions.Identifies problems and errors prior to or when they occur.Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.Investigates first line incidents assigned and identifies the root cause of incidents and problems.Fulfils approved requests following agreed procedures.Provides telephonic or chat support to clients when required.Executes approved maintenance activities including patching and configuration changes.Follows the required handover procedures for shift changes to ensure service continuity.Reports and escalates incidents where necessary.Ensures the efficient and comprehensive resolutions of incidents and requests.Proactively identifies opportunities for work optimization.Updates existing knowledge articles or creates new ones.Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.May also contribute to/support on project work as and when required.May work on implementing and delivering Disaster Recovery functions and tests.Performs any other related task as required.Knowledge And AttributesAbility 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.
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