Key Roles and 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 logs all such incidents in a timely manner with the required level of detail Assists in analysing, 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 continuous feedback to clients and affected parties and update all systems and / or portals as prescribed by NTT Proactively identifies opportunities for work optimization including opportunities for automation of work Coaches L2 teams for advance technical troubleshooting and behavioural skills 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 Knowledge, Skills 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) Relevant certifications depending on technology domain expertise such as CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP. Required Experience : Seasoned Managed Services experience handling complex Security Infrastructure Seasoned experience required in Engineering function within a medium to large ICT organisation Seasoned working knowledge of ITIL processes Seasoned experience working with vendors and / or 3rd parties Skills Summary Automation Tools, Cloud Security, Firewalls, Local Area Network (LAN), Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Security Technologies, TCP / IP Networking, Threat Management 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 #J-18808-Ljbffr
