MS Technical Specialist Network

Overview

Networking Managed Services Engineer (L3) at NTT DATA responsible for providing managed services to clients, resolving complex technical incidents and problems, and coaching junior team members.

What you'll do

• Proactively identify and resolve technical incidents and problems, ensuring clients meet all service level agreement (SLA) conditions.
• Identify root cause of critical incidents and implement solutions for problems identified.
• Manage high-complexity tickets, conduct thorough analyses, and provide resolutions to complex issues.
• Coach and mentor junior team members.
• 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.
• Ensure client infrastructure is configured, installed, tested, and operational, performing necessary checks and employing monitoring tools to respond to alerts in a timely manner.
• Identify and log problems before they escalate, analyse and escalate support calls, and investigate third-line support calls to find root causes and solutions.
• Provide onsite technical support and field engineering services to clients.
• Work closely with third-party vendors for issue escalation and offer continuous feedback and updates to all involved parties.
• Drive operational improvements and optimize work processes, including opportunities for automation.
• Manage and implement projects within the technology domain.
• Deliver disaster recovery functions and tests.
• Improve the quality of incidents and service requests through random monthly reviews.

What you'll need

• Proficiency in 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.
• Proficiency in enterprise network architecture, routing protocols (BGP, OSPF, EIGRP), network address translation, and troubleshooting uplinks to ISPs for DIA, MPLS, and P2P circuits.
• Advanced certifications on at least one or two of the above-mentioned technologies.
• Excellent planning and project management abilities, taking changing circumstances into account.
• Strong communication skills, with the ability to work across different cultures and social groups.
• Effective active listening skills.
• A client-focused approach, prioritizing client requirements and creating positive experiences.
• Adaptability to changing circumstances and the ability to work diligently when necessary.
• A positive outlook and the ability to work well under pressure.
• A bachelor's degree in IT/Computing or equivalent work experience.

Details

• Location: Mumbai, India.
• Workplace type: Hybrid.