Senior Engineer - MS, Network

Role Overview: As a Networking Managed Services Engineer (L2) at NTT DATA, your role involves providing a managed service to clients by ensuring the operational efficiency of their IT infrastructure and systems. You will be responsible for proactively monitoring, investigating, and resolving technical incidents and problems to maintain service levels and support second-line incidents and requests of medium complexity. Additionally, you may contribute to project work as needed. Key Responsibilities: - Proactively monitor work queues and resolve incidents/requests within agreed SLAs. - Update tickets with resolution tasks and capture all relevant information for immediate resolution. - Provide second-level support, identify root causes of incidents, and communicate with other teams and clients for support. - Execute changes with risk identification and mitigation plans, and follow the shift handover process. - Escalate tickets when necessary, collaborate with automation teams for task optimization, and coach Service Desk and L1 teams. - Establish monitoring for client infrastructure, identify problems before impacting services, and lead initial client escalations. - Contribute to the change management process, plan and execute maintenance activities, and analyze incident and request tickets for quality improvement. - Produce trend analysis reports, support project work, and contribute to Disaster Recovery functions when required. - Perform any other related tasks as needed. Qualification Required: - Bachelor's degree or equivalent qualification in IT/Computing, CCNP or equivalent certification, and certifications relevant to the services provided. Additional Details about NTT DATA: NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. With a commitment to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests over $3.6 billion annually in R&D. As a Global Top Employer, NTT DATA operates in more than 50 countries with a diverse team of experts. Their services include consulting, data and artificial intelligence, industry solutions, application development, infrastructure management, and digital and AI infrastructure provision. NTT DATA is an Equal Opportunity Employer that values diversity and offers a discrimination-free environment for employees to accelerate their careers. Role Overview: As a Networking Managed Services Engineer (L2) at NTT DATA, your role involves providing a managed service to clients by ensuring the operational efficiency of their IT infrastructure and systems. You will be responsible for proactively monitoring, investigating, and resolving technical incidents and problems to maintain service levels and support second-line incidents and requests of medium complexity. Additionally, you may contribute to project work as needed. Key Responsibilities: - Proactively monitor work queues and resolve incidents/requests within agreed SLAs. - Update tickets with resolution tasks and capture all relevant information for immediate resolution. - Provide second-level support, identify root causes of incidents, and communicate with other teams and clients for support. - Execute changes with risk identification and mitigation plans, and follow the shift handover process. - Escalate tickets when necessary, collaborate with automation teams for task optimization, and coach Service Desk and L1 teams. - Establish monitoring for client infrastructure, identify problems before impacting services, and lead initial client escalations. - Contribute to the change management process, plan and execute maintenance activities, and analyze incident and request tickets for quality improvement. - Produce trend analysis reports, support project work, and contribute to Disaster Recovery functions when required. - Perform any other related tasks as needed. Qualification Required: - Bachelor's degree or equivalent qualification in IT/Computing, CCNP or equivalent certification, and certifications relevant to the services provided. Additional Details about NTT DATA: NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. With a commitment to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests over $3.6 billion annually in R&D. As a Global Top Employer, NTT DATA operates in more than 50 countries with a diverse team of experts. Their services include consulting, data and artificial intelligence, industry solutions, application development, infrastructure management, and digital and AI infrastructure provision. NTT DATA is an Equal Opportunity Employer that values diversity and offers a discrimination-free environment for employees to accelerate their careers.