01Responsibilities
**
+ 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 log all such incidents in a timely manner with the required level of detail
+ Assists in analyzing, 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 onsite technical support to clients and provide field engineering services to clients
+ Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality
+ 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
+ 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
+ Additional skills proficiency such as:
+ Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor
**Academic Qualifications and Certifications:**
+ Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
+ CCNP or equivalent certification
+ Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
**Required Experience:**
+ Seasoned years of work experience
+ Seasoned experience required in Engineering function within a medium to large ICT organisation
+ Seasoned experience of Managed Services
+ Excellent working knowledge of ITIL processes
+ Excellent experience working with vendors and/or 3rd parties
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform .
