NTT Group

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The Managed Services Cross Technology Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. The Managed Services Cross Technology Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

Working at NTT

Key Roles and Responsibilities:

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
• Performs necessary checks, apply monitoring tools and respond to alerts
• Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail
• Assists in analysing, assigning, and escalating support calls
• Investigates third line support calls assigned and identify the root cause of incidents and problems
• Reports and escalates issues to 3rd party vendors if necessary
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identifies opportunities for work optimization including opportunities for automation of work
• Coaches L2 teams for advance technical troubleshooting and behavioural skills
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

• 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 creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/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 include:
• CCNP or equivalent certification
• CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP
• VMware certified Professional: Data Centre Virtualization
• VMware Certified Specialist – Cloud Provider
• VMware Site Recovery Manager: Install, Configure, Manage
• Microsoft Certified: Azure Architect Expert
• AWS Certified: Solutions Architect Associate
• Veeam Certified Engineer (VMCE)
• Rubrik Certified Systems Administrator
• Zerto, pure, vxrail
• Google Cloud Platform (gcp)
• Oracle Cloud Infrastructure (oci)
• SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4
• SAP Technology Consultant
• SAP Certified Technology Associate - SAP HANA 2.0
• Oracle Cloud Infrastructure Architect Professional
• IBM Certified System Administrator - WebSphere Application Server Network

Required Experience:

• Seasoned Managed Services experience handling complex cross technology infrastructure
• Seasoned experience required in Engineering function within a medium to large ICT organisation
• Seasoned working knowledge of ITIL processes
• Seasoned experience working with vendors and/or 3rd parties

Skills Summary

API Integration, API Integration, Automation Tools, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Data Networking, Firewalls, Infrastructure Deployment, Linux, Local Area Network (LAN), Multicasting, Networking Infrastructure, Networking Solutions, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, RADIUS AAA, Routing Protocols, SAP Expertise, Security Technologies, TACACS {+ 5 more}

What will make you a good fit for the role?

Workplace type:

On-site Working

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