Make an impact with NTT DATA
Join 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.
As a Data Centre Managed Services Engineer (L3) at NTT DATA, your primary role will be to provide exceptional service to our clients by proactively identifying and resolving technical incidents. You will ensure that client infrastructure is configured, tested, and operational, leveraging your deep technical expertise to solve complex problems and enhance our service quality.
Part of your Responsibilities will entail leading a team and having pre-emptive service incident resolution, product reviews, and operational improvements. You will manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions. Your role will also involve mentoring junior team members and working across various technology domains such as Cloud, Security, Networking, and Applications.
You will conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems. Logging incidents with the required level of detail, you will analyse, assign, and escalate support calls. Additionally, you will proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.
Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.
You will engage with third-party vendors when necessary and keep systems and portals updated as prescribed. As a senior engineer, you will coach L2 teams on advanced troubleshooting techniques and support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines. Job Description
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 logs all such incidents in a timely manner with the required level of detail
- Assists in analysing, 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 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
- Coaches L2 teams for advance technical troubleshooting and behavioural skills
- 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
- Good organizational and team management skills.
- Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
- Good time management, prioritization and delegation abilities.
- Good focus on client centricity.
- Highly focused on business outcomes.
- Ability to guide the team through transformational objectives set out by the business.
- Ability to work across different cultures and social groups.
- Ability to work well in a pressurized environment and adapt to changing circumstances.
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:
- VMware certified Professional: Data Centre Virtualization
- VMware Certified Specialist – Cloud Provider
- VMware Site Recovery Manager: Install, Configure, Manage
- Microsoft Certified: Azure Architect Expert
- AWS Certified: Solutions Architect Associate
- Veeam Certified Engineer (VMCE)
Required Experience:
- Seasoned Managed Services experience handling complex cross technology infrastructure
- Team Lead experience is highly desirable.
- Seasoned experience required in Engineering function within a medium to large ICT organisation
- Seasoned working knowledge of ITIL processes
- Seasoned experience working with vendors and/or 3rd parties
Workplace type:
On-site WorkingAbout NTT DATA
NTT 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 Employer
NTT 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.
