MS Technical Specialist - Bangalore, India - NTT

Description

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.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

Provides support to customers/users where the product is highly technical or sophisticated in nature.

What you'll be doing

The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.

The MS Engineer (L3) 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. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Primary Skill Set - Palo Alto & Panorama.

Key Roles and Responsibilities:

• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
• Perform necessary checks, apply monitoring tools and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analyzing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

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

Academic Qualifications

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous Certifications:

• Up to date and relevant ITIL certification
• Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)
• JNCIA Security
• Certified Partner SE - WAN Optimization
• Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)
• F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
• 301a LTM Specialist Architect Setup and Deploy Security domain
• Cisco Certified Internetwork Expert - Security (CCIE-S)
• Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• Certified Partner SE - Web Security
• VMware Certified Professional vSphere
• Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
• MCSA+VCP, RHCE, or equivalent
• EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA_VNX_SS_V8)
• Blue Coat Certified Proxy SG Professional (BCCPSGP)
• Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
• Cisco Certified Internetwork Expert - Voice (CCIE-V)
• Cisco Certified Network Associate - Video (CCNA-VID)
• ACIS - Avaya Communication Manager ACIS – 6006)
• Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
• Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)
• Genesys eServices 8 Consultant (GCP8-CESV)
• Genesys Inbound Voice 8 Consultant (GCP8-CIV)
• Genesys SIP Server 8 Consultant (GCP8-SIP)
• Genesys Voice Platform 8.5 Consultant (GCP8-CVP)
• Genesys Workforce Management 8.5 Consultant (GCP8-WFM)
• Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)
• Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)
• Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)
• Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)
• Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
• Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)

Required Experience:

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

What would make you a good fit for this role?

Standard career level descriptor for job level:

• Have wide-ranging experience

• Uses professional concepts and company objectives to solve complex issues in creative ways

• Networks with others outside own area of expertise

• Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results

• May coordinate others' activities

• Typically requires significant related experience with a Bachelor's or equivalent degree

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
• Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.