.Key Roles and Responsibilities :Ensures that assigned infrastructure at the client site is configured, installed, tested, and operationalPerforms necessary checks, apply monitoring tools and respond to alertsIdentifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detailAssists in analysing, assigning, and escalating support callsInvestigates third line support calls assigned and identify the root cause of incidents and problemsReports and escalates issues to 3rd party vendors if necessaryProvides continuous feedback to clients and affected parties and update all systems and / or portals as prescribed by NTTProactively identifies opportunities for work optimization including opportunities for automation of workCoaches L2 teams for advance technical troubleshooting and behavioural skillsMay manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelinesMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes :Ability to communicate and work across different cultures and social groupsAbility to plan 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 pressurized 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic Qualifications and Certifications :Bachelor's degree or equivalent qualification in IT / Computing (or demonstrated equivalent work experience)Relevant certifications depending on technology domain expertise such asCCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.Required Experience :Seasoned Managed Services experience handling complex Security InfrastructureSeasoned experience required in Engineering function within a medium to large ICT organisationSeasoned working knowledge of ITIL processesSeasoned experience working with vendors and / or 3rd partiesSkills SummaryAutomation Tools, Cloud Security, Firewalls, Local Area Network (LAN), Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Security Technologies, TCP / IP Networking, Threat ManagementWhat will make you a good fit for the role?Workplace type : Hybrid WorkingHybrid WorkingEqual Opportunity EmployerNTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity
