This job offer is not available in your country.Job DescriptionMake an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society.Our workplace embraces diversity and inclusion; it's a place where you can grow, belong, and thrive.Your day at NTT DATAThe Field Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their infrastructure remains operational through proactively monitoring, identifying, investigating, and resolving incidents, service requests, and alerts.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).This role focuses on second-line support for incidents and requests with a medium level of complexity to ensure the smooth operation and optimization of clients' infrastructure and services.This role may also contribute to/support project work as and when required.What you'll be doingKey Roles and Responsibilities:Proactively monitor the work queuesPerform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdate tickets with resolution tasks performedIdentify, investigate, and analyze issues and errors prior to or when they occur, and log all such incidents in a timely mannerCapture all required and relevant information for immediate resolutionProvide second-level support to all incidents, requests, and identify the root cause of incidents and problemsProvide second-level support onboard clients' ships, including sailings on a rotating rosterCommunicate with other teams and clients for extending supportExecute changes with clear identification of risks and mitigation plans to be captured into the change recordFollow 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 shiftEscalate all tickets to seek the right focus from CoE and other teams; if needed, continue the escalations to managementWork with automation teams for effort optimization and automating routine tasksCoach Service Desk and L1 teams for technical and behavioral skillsIdentify problems and errors before they impact a client's serviceLead and manage all initial client escalation for operational issuesContribute to the change management process by logging all change requests with complete details for standard and non-standard changes, including patching and any other changes to Configuration ItemsEnsure all changes are carried out with proper change approvalsPlan and execute approved maintenance activitiesAudit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articlesProduce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effortMay also contribute to/support project work as and when requiredMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, taking into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic Qualifications and Certifications:Bachelor's degree or equivalent qualification in Information Technology/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 such as: Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, Veeam Certified Engineer, VMware Certified Professional: Data Centre Virtualization, Zerto, Pure, VxRail, Google Cloud Platform (GCP), Oracle Cloud Infrastructure (OCI)Required Experience:Moderate years of relevant managed services experienceModerate level knowledge in ticketing tools, preferably JIRAModerate-level experience managing platforms including a combination of the following: Windows Server Administration, Virtualization Administration, Server Hardware, and Storage AdministrationModerate level knowledge of management agents, redundancy concepts, and products within the supported technical domainWorkplace type: On-site WorkingAbout NTT DATANTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success.We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity.We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.Equal Opportunity EmployerNTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.Join our growing global team and accelerate your career with us. Apply today.
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