01Responsibilities
- Proactively monitors the work queues
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
- Updates tickets with resolution tasks performed
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
- Captures all required and relevant information for immediate resolution
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
- Communicates with other teams and clients for extending support
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
- Works with automation teams for effort optimization and automating routine tasks
- Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc
- Identifies problems and errors before they impact a clients service
- Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting
- Leads and manages all initial client escalation for operational issues
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
- Ensures all changes are carried out with proper change approvals
- Plans and executes approved maintenance activities
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
- May also contribute to / support on project work as and when required
- 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 services supported. Certifications carry additional weightage on the candidates qualification for the role
- CCNA certification in must, CCNP in Security or PCNSE certification is valuable to have.
Required Experience:
- Moderate level years of relevant managed services experience handling Security Infrastructure
- Moderate level knowledge in ticketing tools preferably Service Now
- Moderate level working knowledge of ITIL processes
- Moderate level 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 .
