Performs IT functions such as design, analysis, evaluation, testing, debugging, and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems.
Analyzes, installs, acquires, modifies, and supports operating systems, databases, or utility software. Plans, conducts, and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires, and implements projects for LAN and/or WAN systems.
Plans, designs, acquires, and implements telecommunications voice/wire systems.
At higher job levels, may contribute to the development, testing, evaluation, or design of system or infrastructure architecture used throughout the IT solution set.
Working at NTT
The MS Engineer (L4) is responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). The MS Engineer (L4) focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.
Key Roles and Responsibilities:
- Proactively monitor the work queues and provide support to clients where the ticket is highly technical or sophisticated in nature
- Work 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. Timely and consistent updates of tickets with resolution tasks performed
- Proactively identify, investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
- Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem. Share such knowledge, to resolve issues, document them, and push the knowledge down to other engineers
- Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business-impacting issues
- Ensure 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 shift
- Support, track, and document change implementation
- Timely escalation of all tickets to management with ensuing updates, where applicable
- Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
- Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
- Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
- Coach Service Desk, Operations Center, and L3 teams offering technical expertise and pushing work down to other engineering teams
- Performs quality audits, covering process, service experience, ticket updates, etc as required
- 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 record
- Deep technical skills in relevant functions
- Excellent client service orientation and passion for achieving or exceeding expectations
- Excellent written and verbal communication skills
- 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 create a positive client experience throughout the total client journey
- Advanced degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Preference is a Masters in Computer Science or equivalent
- Up to date and relevant ITIL certification
- At least one mid-Level certification relevant to CoE - Ex CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
- Scripting knowledge such as Python, PERL, etc
- Cross technology skills Ex Windows server L4 along with UNIX or Storage skills.
- Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
- Cisco Certified Network Associate - Wireless (CCNA-WL)
- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
- Cisco Certified Network Associate - Security (CCNA-SEC)
- Juniper Certifications
- Meraki Certifications
- MCSA, MCSE, RHEL, VCP
- MS-IIS Server
- Citrix Metaframe
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- Cisco Certified Network Associate - Video (CCNA-VID)
- Cisco Certified Network Associate - Voice (CCNA-V)
- CCIE
- Microsoft Certified Master (or similar)
Required Experience:
- Substantial Managed Services experience
- Excellent knowledge and experience in ticketing tools, preferably Service Now
- Worked in multiple large Global Enterprise client outsourcing projects
- Extensive vendor management experience
- Track record of effective shift left work management skills (moving work to junior levels)
- In-depth experience and understanding of the IT industry and standards for IT service management
- Excellent experience in more than one area of expertise
- Excellent experience across Emerging technology and trends impacting IT operations
Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, Managed Services Delivery, Root Cause Analysis (RCA), Scripting, Troubleshooting
Workplace type:
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
