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The Managed Services Engineer (L2) is 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 Managed Services Engineer (L2) is able to restore service to clients.

Their primary objective 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. This role focusses 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

Job Responsibilities

• Maintenance & Support

• To maintain & support service infrastructure based on issues brought by external and internal clients

• Routine Checks

• Issue Analysis

• Root cause analysis

• Provide solution

• Liaising with platform or vendor/service provider for resolution

• Developing preventive measure & improvement plan

Change

• To perform change based on scheduled internal maintenance or based on incidents

• Planning & coordinating of the change

• Communication plan (internal/external client notification arrangements)

• Perform change, observe and troubleshoot for any issue arise

Reporting

• Analysis report of overall infrastructure health (Event Management)

• Detailed Incident Reporting

The candidate must have experience in below categories (at least 1 with high proficiency):

Networking

• Understanding the networking concept, especially the Layer 1 - 3 of the OSI layer. Understanding of Layer 4 is added advantage

• Have experience working (configuration, changes, troubleshooting) with the equipment related to above:

• Network Routers

• Network Switches

• Firewall (Security Firewall, WAF)

• WDM Equipment

• Network Load Balancers

• Ability to understand the overall network design of an infrastructure

• Ability to perform fault isolations

Systems

• Understanding the concept of basic Windows & *nix operating systems (e.g. Linux/Unix)

• Have experience using and supporting related operating systems

• Understand the relation of the operating systems and core enterprise server applications (e.g. *nix: LDAP, BIND, Linux-HA | Windows: Active Directory, DHCP, DNS, IIS, WSUS, HA Cluster, Exchange)

• Cloud

• Basic understanding of the concept of virtualization

• Basic understanding of basic cloud infrastructure (hypervisor, cluster management, storage & networking). Example:

• VMware (Vcenter , VIDM , NSXT , VRealize Operation, VSAN)

• HyperV Cluster

• Nutanix Acropolis

• Azure Stack

• VEAM Back Up & Restoration

Have experience working with common hypervisor (e.g. VMWare ESXi, Microsoft Hyper-V, KVM) in deploying & troubleshooting (i. e, experience in deploying new infrastructure or having administrative access and perform configuration changes on the infra).

Note:

1. The grade level will differentiate on how deep they know or experience doing the above. Lower grade may have minor experience working on the above while higher grade should be very proficient with the above tasks and responsibilities

2. One person does not need to be very proficient in ALL areas. A person may have high proficiency in networking but basic skillset for systems. This is also acceptable. We will balance the team with different skillset candidates

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:

• CCNP or equivalent certification

• CCNA certification in must, CCNP in Security or PCNSE certification is good to have

• Microsoft Certified: Azure Administrator Associate

• AWS Certified: Solutions Architect Associate

• Veeam Certified Engineer (VCF , NSX , VIDM )

• VMware certified Professional:

• Windows Certified Engineer

Required Experience:

• Moderate level years of relevant managed services experience handling cross technology infrastructure

• Moderate level knowledge in ticketing tools preferably Service Now

• Moderate level working knowledge of ITIL processes

• Moderate level experience working with vendors and/or 3rd parties

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.