Key Roles and Responsibilities : Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in natureWorks 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 the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performedProactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problemShares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineersCommunicates with other teams and clients for extending supportActs as emergency support contact as needed, for critical client and business-impacting issuesEnsures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shiftSupports, tracks, and documents change implementationProvides timely escalation of all tickets to management with ensuing updates, where applicableProactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasksSystematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practicesUses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environmentsCoaches Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teamsPerforms quality audits, covering process, service experience, ticket updates, etc as requiredMay manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelinesMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes : Excellent 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 recordDeep technical skills in relevant functionsExcellent client service orientation and passion for achieving or exceeding expectationsExcellent written and verbal communication skillsAbility to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journeyAdditional skills proficiency such as : Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols : BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic MonitorAcademic Qualifications and Certifications : Bachelor's degree or equivalent qualification in IT / Computing (or demonstrated equivalent work experience)CCIE Certification or equivalentCertifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)Required Experience : Advanced Managed Services experienceAdvanced knowledge and experience in ticketing tools, preferably Service NowWorked in multiple large Global Enterprise client outsourcing projectsAdvanced vendor management experienceTrack record of effective shift left work management skills (moving work to junior levels)Advanced experience and understanding of the IT industry and standards for IT service managementAdvanced experience in more than one area of expertiseAdvanced experience across Emerging technology and trends impacting IT operationsSkills Summary Cloud Networking, Load Balancers, Multicasting, Routing and Switching, Routing Protocols, Topology Optimization, Virtual Private Networks (VPNs), Wide Area Network (WAN), Wireless
What will make you a good fit for the role?
Workplace type : Hybrid Working
Hybrid 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
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