Managed Services Engineer (L2)

Your day at NTT DATA

• The Server Engineer L2 is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.
• Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Server Engineer L2 is able to restore service to clients.
• The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement SLA.
• The Server Engineer L2 focuses on second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.
• This role may also contribute to / support on project work as and when required.

Key Responsibilities

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Ability to work across various other resolver groups internal and external.
• Identifies problems and errors before they impact a client's service.
• Leads and manages all initial client escalation for operational issues.
• Contributes 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 approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.

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.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.
• 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 –

• VMware Certified Professional: Data Centre Virtualization
• Veeam Certified Engineer
• Microsoft Certified: Azure Administrator Associate
• MCSE

Required Experience

• Minium 3 years' experience in a similar role.
• Moderate level experience to operate and maintain windows server environment.
• Moderate level knowledge in ticketing tools.
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or 3rd parties.
• IBM Spectrum Protect Tivoli Advantageous
• HPE and Dell Server hardware – Certifications Advantageous