Job Summary

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 its a place where you can grow, belong and thrive.

Responsibilities

- Take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.
- Work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).
- Review client requests and tickets, applying your technical expertise to resolve them efficiently and effectively; you will be the go-to person for second-line support, handling incidents and requests of medium complexity.
- In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time.
- You'll proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken.
- Identifying, analysing, and logging issues before they escalate will be a key part of your role; you'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.
- As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift; when needed,



you'll escalate tickets to ensure the right focus from our Centres of Excellence CoE and other teams.
- Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.
- You'll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues.
- Contributing to the change management process, you'll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality.
- Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts.
- You might also support disaster recovery functions and other related tasks as needed.

Requirements
- Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools.
- At least one technical certification in the above-mentioned technologies.
- Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
- Adaptability and resilience in a dynamic work environment.
- Ability to communicate and work effectively across different cultures and social groups.
- Proficiency in active listening and client-centric communication.
- A positive outlook and the ability to work well under pressure.
- A client-first attitude, always seeking to create positive client experiences.
- A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.

Workplace type In office

📌 Engineer Network Operations (Mumbai)
🏢 NTT DATA Business Solutions
📍 Mumbai