About This Role
This role involves providing high-level technical support and proactive incident resolution for clients, ensuring their infrastructure is configured and operational. It suits an experienced cross-technology engineer who can manage complex tickets, mentor junior team members, and drive operational improvements.
Responsibilities
- Provide exceptional service to clients by proactively identifying and resolving technical incidents
- Ensure client infrastructure is configured, tested, and operational
- Leverage deep technical expertise to solve complex problems and enhance service quality
- Engage in pre-emptive service incident resolution, product reviews, and operational improvements
- Manage high-complexity tickets, perform advanced tasks, and provide diverse solutions
- Ensure zero missed service level agreement (SLA) conditions
- Mentor junior team members and work across various technology domains such as Cloud, Security, Networking, and Applications
- Conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems
- Log incidents with the required level of detail, analyze, assign, and escalate support calls
- Proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties
- Create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks
- Provide inputs to automation teams to reduce manual efforts
- Engage with third-party vendors when necessary and keep systems and portals updated as prescribed
- Coach L2 teams on advanced troubleshooting techniques
- Support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines
Requirements
- Extensive Managed Services experience handling complex cross-technology infrastructure
- Strong understanding of ITIL processes
- Proven experience working with vendors and/or third parties
- Ability to communicate and work across different cultures and social groups
- Effective planning skills, even in changing circumstances
- Positive outlook and ability to work well under pressure
- Active listening skills and adaptability to changing client needs
- Client-focused approach to create positive client experiences throughout their journey
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
About the Company
NTT DATA is a company renowned for its technical excellence and leading innovations, making a difference to clients and society. Its workplace embraces diversity and inclusion, fostering an environment where employees can grow, belong, and thrive.
