.JOB DESCRIPTIONMake 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 DATAThe Networking Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients.The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity. The Networking Managed Services Engineer (L2) may also contribute to/support on project work as and when required.What you'll be doingProactively monitors the work queues.Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.Updates tickets with resolution tasks performed.Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.Captures all required and relevant information for immediate resolution.Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.Communicates with other teams and clients for extending support.Executes changes with clear identification of risks and mitigation plans to be captured into the change record.Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.Works with automation teams for effort optimization and automating routine tasks.Coaches Service Desk and L1 teams for technical and behavioural skills.Establishes monitoring for client infrastructure.Identifies problems and errors before they impact a client's service.Leads and manages all initial client escalation for operational issues.Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.Ensures all changes are carried out with proper change approvals.Plans and executes approved maintenance activities.Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
