Engineer à United States

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.

Your day at NTT DATA

The Server Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Server Engineer (L2) is able to restore service to clients.

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).

The Server Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and focuses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc. This role may also contribute to / support on project work as and when required.

What You'll Be Doing

Key Responsibilities:

1. Proactively monitors the work queues.
2. Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
3. Updates tickets with resolution tasks performed.
4. Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
5. Captures all required and relevant information for immediate resolution.
6. Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
7. Communicates with other teams and clients for extending support.
8. Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
9. Follows 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.
10. Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
11. Works with automation teams for effort optimization and automating routine tasks.
12. Ability to work across various other resolver groups (internal and external).
13. Identifies problems and errors before they impact a client’s service.
14. Leads and manages all initial client escalation for operational issues.
15. Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
16. Ensures all changes are carried out with proper change approvals.
17. Plans and executes approved maintenance activities.
18. Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
19. May also contribute to / support on project work as and when required.
20. May work on implementing and delivering Disaster Recovery functions and tests.

Knowledge and Attributes:

1. Ability to communicate and work across different cultures and social groups.
2. Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
3. Ability to maintain a positive outlook at work.
4. Ability to work well in a pressurized environment.
5. Ability to work hard and put in longer hours when it is necessary.
6. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
7. Ability to adapt to changing circumstances.
8. 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 and Certifications:

1. Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
2. Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
3. Relevant certifications include (but not limited to):

• VMware Certified Professional: Data Centre Virtualization
• Veeam Certified Engineer
• Microsoft Certified: Azure Administrator Associate
• MCSE

Required Experience:

1. Minimum 3 years' experience in a similar role.
2. Moderate level experience to operate and maintain windows server environment.
3. Moderate level knowledge in ticketing tools.
4. Moderate level working knowledge of ITIL processes.
5. Moderate level experience working with vendors and/or 3rd parties.
6. IBM Spectrum Protect (Tivoli) Advantageous.
7. HPE and Dell Server hardware – Certifications Advantageous.

Workplace type: On-site Working

About 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.