Managed Services Systems Engineer (L2)

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Key Responsibilities:

• Perform L1/L2 IAM tickets management for our clients.
• Perform Prod/Health Checks as required for our clients.
• Perform upgrades of VMware vCenter, ESXi, Windows Server and other related technologies.
• Proactively monitor the work queues.
• Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Update tickets with resolution tasks performed.
• Provide second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Work 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.
• Identify problems and errors before they impact a client’s service.
• Lead and manage all initial client escalation for operational issues.
• Ensure all changes are carried out with proper change approvals.
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Plan and execute approved maintenance activities.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering disaster recovery functions and tests.
• Perform any other related task as required.

Knowledge 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.

Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Knowledge in Ansible, PowerShell or other related automation/scripting tools.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
• Relevant certifications include (but not limited to):
• CCNA or equivalent certification
• Microsoft Certified: Azure Administrator Associate
• AWS Certified: Solutions Architect Associate
• Veeam Certified Engineer
• VMware certified Professional: DATA Centre Virtualization
• Google Cloud Platform

Required Experience:

• Moderate level years (3 - 5 years) of relevant systems engineering experience handling cross technology 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.

Required Languages:

• French: Professional
• English: Professional

Workplace type:

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 for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.