Key Roles and Responsibilities: Proactively monitors the work queues.Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.Update tickets with resolution tasks performedIdentify, Investigate, analyse 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 resolutionProvide second level support to all incidents, requests and identify the root cause of incidents and problemsCommunicate with other teams and clients for extending supportExecute changes with clear identification of risks and mitigation plans to be captured into the change recordFollow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shiftEscalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to managementWork with automation teams for effort optimization and automating routine tasksCoach Service Desk and L1 teams for technical and behavioural skillsEstablish monitoring for client infrastructureIdentify problems and errors before they impact a client's serviceLead and manages all initial client escalation for operational issues.Contribute 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 approvalsPlan and execute approved maintenance activitiesAudit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effortKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyAcademic Qualifications:Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Advantageous Certifications:Up to date and relevant ITIL certificationAt 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)Good to have scripting knowledge such as Python, PERLGood to have cross technology skills Ex Windows server L2 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 CertificationsMeraki CertificationsMCSA, MCSE, RHEL, VCPMS-IIS ServerCitrix MetaframeCisco Certified Network Associate - Data Center (CCNA-DC)Cisco Certified Network Associate - Video (CCNA-VID)Cisco Certified Network Associate - Voice (CCNA-V)Any of the above certifications is a plus. The MS – Services Engineer (L2) is expected to gain certifications relevant to services supported. Certifications carry additional weightage on candidate's qualification for the role.Required Experience:Moderate years of relevant managed services experienceModerate level knowledge in ticketing tools preferably Service NowSkills SummaryCloud Security, Firewalls, Local Area Network (LAN), Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), TCP/IP NetworkingWhat will make you a good fit for the role?Remote Type: Equal Opportunity EmployerNTT 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
