L2 Network Engineer - Citrix Load Balancer

As a Networking Managed Services Engineer (L2) at NTT DATA, your main goal is to ensure clients' IT infrastructure and systems remain operational. You will proactively monitor, identify, investigate, and resolve technical incidents and problems, working closely with clients and internal teams to restore services swiftly in line with service level agreements (SLAs). Your day will involve: - Reviewing client requests and tickets to efficiently resolve them using your technical expertise - Being the go-to person for second-line support, handling incidents and requests of medium complexity - Contributing to exciting project work from time to time - Proactively monitoring work queues, executing operational tasks, and updating tickets with actions taken - Identifying, analyzing, and logging issues before escalation - Communicating with teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans - Highlighting key tickets and critical tasks during shift handover - Escalating tickets when necessary for focus from Centres of Excellence (CoE) and other teams - Collaborating with automation teams to optimize efforts and automate routine tasks - Coaching Service desk and L1 teams in technical and behavioral skills - Establishing monitoring for client infrastructure and managing initial client escalations - Contributing to the change management process, logging change requests, executing approved maintenance activities, and auditing incident and request tickets for quality - Driving trend analysis reports and identifying tasks suitable for automation - Supporting disaster recovery functions and other related tasks Qualifications required: - Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and familiarity with ticketing tools - At least one technical certification in the above-mentioned technologies - Strong planning skills with the ability to anticipate and adapt to changing circumstances - Adaptability and resilience in a dynamic work environment - Effective communication and collaboration across different cultures and social groups - Proficiency in active listening and client-centric communication - Positive outlook and ability to work well under pressure - Client-first attitude, aiming to create positive client experiences - Bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience About NTT DATA: NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. Committed to accelerating client success and positively impacting society through responsible innovation, NTT DATA is a top AI and digital infrastructure provider with expertise in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. With experts in more than 50 countries and a robust ecosystem of innovation centers, NTT DATA is dedicated to a diverse and discrimination-free global culture. NTT DATA is an Equal Opportunity Employer that values diversity and does not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join NTT DATA's global team to grow your career and contribute to a sustainable digital future. Apply today. Please remain vigilant of third parties posing as NTT DATA recruiters and report any fraudulent activity. As a Networking Managed Services Engineer (L2) at NTT DATA, your main goal is to ensure clients' IT infrastructure and systems remain operational. You will proactively monitor, identify, investigate, and resolve technical incidents and problems, working closely with clients and internal teams to restore services swiftly in line with service level agreements (SLAs). Your day will involve: - Reviewing client requests and tickets to efficiently resolve them using your technical expertise - Being the go-to person for second-line support, handling incidents and requests of medium complexity - Contributing to exciting project work from time to time - Proactively monitoring work queues, executing operational tasks, and updating tickets with actions taken - Identifying, analyzing, and logging issues before escalation - Communicating with teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans - Highlighting key tickets and critical tasks during shift handover - Escalating tickets when necessary for focus from Centres of Excellence (CoE) and other teams - Collaborating with automation teams to optimize efforts and automate routine tasks - Coaching Service desk and L1 teams in technical and behavioral skills - Establishing monitoring for client infrastructure and managing initial client escalations - Contributing to the change management process, logging change requests, executing approved maintenance activit