Your day at NTT DATA<\/p>\n
\tAs a Networking Managed Services Engineer (L2) at NTT DATA, you’ll take on a developing engineering role where your main goal is to ensure our clients’ IT infrastructure and systems remain operational. You’ll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You’ll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).
\n\tYour day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You’ll be the go-to person for second-line support, handling incidents and requests of medium complexity. In addition to your daily tasks, you’ll have opportunities to contribute to exciting project work from time to time.
\n\tYou’ll proactively monitor work queues, execute operational tasks, and update tickets with the actions you’ve taken. Identifying, analysing, and logging issues before they escalate will be a key part of your role. You’ll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.
\n\tAs part of the shift handover process, you’ll highlight key tickets and upcoming critical tasks for the next shift. When needed, you’ll escalate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you’ll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.
\n\tYou’ll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues. Contributing to the change management process, you’ll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality. Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts. You might also support disaster recovery functions and other related tasks as needed.<\/p>\n
Requirements (technical):<\/p>\n
\tAssist in the implementation of IT security measures.
\n\tBasic knowledge of Ansible and Python.
\n\tUnderstand firewalls and other network tools.
\n\tProvide system documentation and diagrams.
\n\tImplement change management procedures for system architecture changes.
\n\tDocument network areas to develop network diagrams.
\n\tEvaluate current IT resources and assist in developing security policies.
\n\tEnsure systems and networks are secure and operational.
\n\tBasic understanding of SD-WAN technologies, Fortinet, Palo Alto, Cisco, Meraki.
\n\tIdentify and investigate risk and vulnerability issues.
\n\tAssist in developing and maintaining standards and procedures.
\n\tReview client network policies and recommend changes.
\n\tExperience with deploying network systems.
\n\tExperience with deploying SDWAN network systems.
\n\tBasic understanding of security principles and design.
\n\tExcellent customer service skills.
\n\tAbility to work independently with minimal supervision.
\n\tParticipate in CAB processes for changes.
\n\tFamiliarity with Linux environment and shell scripting.
\n\tSecurity administration on switches and routers.
\n\tPrepare monthly work status reports and update technology-specific documents.
\n\tAssist in designing and implementing network infrastructure.
\n\tProven Cisco\/Palo Alto\/Fortinet device management skills.
\n\tInstalling, configuring, and troubleshooting networking equipment.
\n\tKnowledge of Layer-2 switching, VLANs, and access lists.
\n\tBasic understanding of routing protocols: OSPF, EIGRP.
\n\tUnderstanding of OSI Model, TCP\/IP protocol suite.
\n\tIP addressing and subnetting, routing concepts.
\n\tImplement SNMP on devices for network management.
\n\tImplement traffic filters using access lists and route maps.
\n\tPerform troubleshooting between sites.
\n\tBasic knowledge of enterprise-level network design and implementation.<\/p>\n
Responsibilities:<\/p>\n
\tProactively monitors the work the ticketing queues.
\n\tPerforms operational tasks to resolve all incidents\/requests in a timely manner and within the agreed SLA.
\n\tUpdates tickets with resolution tasks performed.
\n\tIdentifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.
\n\tCaptures all required and relevant information for immediate resolution.
\n\tProvides second level support to all incidents, requests and identifies the root cause of incidents and problems.
\n\tCommunicates with other teams and clients for extending support.
\n\tExecutes changes with clear identification of risks and mitigation plans to be captured into the change record.
\n\tFollows 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.
\n\tEscalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
\n\tWorks with automation teams for effort optimization and automating routine tasks.
\n\tCoaches Service Desk and L1 teams for technical and behavioural skills.
\n\tIdentifies problems and errors before they impact a client\u2019s service.
\n\tLeads and manages all initial client escalation for operational issues.
\n\tEnsures all changes are carried out with proper change approvals.
\n\tPlans and executes approved maintenance activities.
\n\tAudits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
\n\tProduces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
\n\tMay also contribute to \/ support on project work as and when required.
\n\tMay work on implementing and delivering Disaster Recovery functions and tests.
\n\tPerforms any other related task as required.<\/p>\n
Advantageous Skills:<\/p>\n
\tExperience within managed services.
\n\tFamiliarity with ticketing tools (Service Now, FreshDesk).
\n\tWorking Knowledge of Fortinet SDWAN
\n\tKnowledge of Cisco, Palo Alto and Fortinet support processes.
\n\tWorking Knowledge of Cisco switches, access points support and configuration
\n\tWorking Knowledge of Network address translation
\n\tWorking Knowledge in configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits<\/p>\n
Academic Qualifications:<\/p>\n
\tDiploma, degree, or relevant qualification in IT\/Computing (or equivalent work experience).<\/p>\n
Qualifications:<\/p>\n
\tAbility to build secure networks for enterprise applications; to maintain security configurations, troubleshoot problems related to network configuration and outages.
\n\tExperience with network security and incident response preferred.
\n\tCCNA Enterprise.
\n\tCCNP Enterprise – advantageous.
\n\tFortiNet NSE4
\n\tITILv4 or relevant ITIL certification (Foundation Level)
\n\tCertified Wireless Network Professional (CWNP) – advantageous
\n\tCertified Wireless Network Expert (CWNE) \u2013 advantageous
\n\tPalo Alto Networks Certified Network Security Administrator – advantageous<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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