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 teamsMay 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 Packaged Application technologies such as ERP, Middleware and other business critical softwareExcellent 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 journeyAcademic Qualifications and Certifications:Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)Relevant certifications such as:DP- Azure Database AdministratorAZ-Required Experience:SQL Server Database Administratorexperience as a DBA-cum-Developer (TSQL, Stored Procedures),Experience on SQL Server version / / / /.Experience on any of the Cloud Platforms (AWS, Azure or OCI)Strong experience in Database Administration, Database Architecture.Must have a good knowledge in Database Backup and Recovery.Its will be add-on if having knowledge in Database Tools like Idera Safe or Rubrik.Experience with Windows system administration.SQL Server Installation, Configuration and Patching,Strong Experience in Log Shipping, Database Mirroring and Replication.Knowledge and Experience in High Availability (HA) and Disaster Recovery (DR) options for SQL ServerMust be able to plan growth and changes (Capacity planning),Implement and maintain database security,Perform general technical trouble shooting,Setup and maintain documentation and standards.Excellent Communication Skills and ability to set the right expectationsCoordinate with Infrastructure Team, Applications Team, Provisioning Team, different stakeholders and customers.Cloud knowledge will an add-on.Skills SummaryDatabase Tuning, Linux, Networking Solutions, Programming Languages, SAP Expertise, TroubleshootingWhat will make you a good fit for the role?Workplace type: Hybrid WorkingEqual Opportunity EmployerNTT 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
