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The Networking Managed Services Engineer (L4) is responsible for ensuring a managed service is provided to all clients, ensuring 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). This role focuses on forth-line support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client.
This role may also contribute to / support on project work as and when required.
Working at NTT
Key Roles and Responsibilities:
- Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
- Works 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 Provides timely and consistent updates of tickets with resolution tasks performed
- Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner
- Captures all required and relevant information for immediate resolution
- Provides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problem
- Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers
- Communicates with other teams and clients for extending support
- Acts as emergency support contact as needed, for critical client and business-impacting issues
- Ensures 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
- Supports, tracks, and documents change implementation
- Provides timely escalation of all tickets to management with ensuing updates, where applicable
- Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks
- Systematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practices
- Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
- Coaches Service Desk, Operations Centre, 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
- 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:
- 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
- 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)
- CCIE Certification or equivalent
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
Required Experience:
- Advanced Managed Services experience
- Advanced knowledge and experience in ticketing tools, preferably Service Now
- Worked in multiple large Global Enterprise client outsourcing projects
- Advanced vendor management experience
- Track record of effective shift left work management skills (moving work to junior levels)
- Advanced experience and understanding of the IT industry and standards for IT service management
- Advanced experience in more than one area of expertise
- Advanced experience across Emerging technology and trends impacting IT operations
Skills Summary
Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, Managed Services Delivery, Root Cause Analysis (RCA), Scripting, Troubleshooting
Workplace type:
Hybrid 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
