Networking Managed Services Engineer (L3)

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's iNTTerconnected world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team

The Networking Managed Services Engineer (L3) is responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
This role may also contribute to / support on project work as and when required.

Working at NTT

Key Roles and Responsibilities:

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
• Performs necessary checks, apply monitoring tools and respond to alerts
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assists in analyzing, assigning, and escalating support calls
• Investigates third line support calls assigned and identify the root cause of incidents and problems
• Reports and escalates issues to 3rd party vendors if necessary
• Provides onsite technical support to clients and provide field engineering services to clients
• Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identifies opportunities for work optimization including opportunities for automation of work
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills 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
• Additional skills proficiency such as:
  • 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 / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNP or equivalent certification
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)

Required Experience:

• Seasoned years of work experience
• Seasoned experience required in Engineering function within a medium to large ICT organisation
• Seasoned experience of Managed Services
• Excellent working knowledge of ITIL processes
• Excellent experience working with vendors and/or 3rd parties

Skills Summary

Cisco Routers and Switches, Data Networking, Local Area Network (LAN), Multicasting, Networking Infrastructure, RADIUS AAA, Routing Protocols, TACACS, Topology Optimization, Virtual Private Networks (VPNs), Wireless Local Area Network (WLAN), Wireless Networks

What will make you a good fit for the role

Workplace type:

Hybrid Working