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Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.
The Managed Services Cross Technology Engineer (L2) will be based in Merebank and 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 Cross Technology 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.Working at NTT Key Roles and Responsibilities: Proactively monitors the work queuesPerforms operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdates tickets with resolution tasks performedIdentifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides second level support to all incidents, requests and identifies the root cause of incidents and problemsCommunicates with other teams and clients for extending supportExecutes changes with clear identification of risks and mitigation plans to be captured into the change recordFollows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shiftEscalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to managementWorks with automation teams for effort optimization and automating routine tasksAbility to work across various other resolver group (internal and external) like Service Provider, TAC, etcIdentifies problems and errors before they impact a client's serviceProvides Assistance to L1 Security Engineers for better initial triage or troubleshootingLeads and manages all initial client escalation for operational issuesContributes 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 ItemsEnsures all changes are carried out with proper change approvalsPlans and executes approved maintenance activitiesAudits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articlesProduces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effortMay also contribute to / support on project work as and when requiredMay work on implementing and delivering Disaster Recovery functions and tests Knowledge, Skills and Attributes: Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes 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 it is 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 journey 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 certificationCCNA certification in must, CCNP in Security or PCNSE certification is good to haveMicrosoft Certified: Azure Administrator AssociateAWS Certified: Solutions Architect AssociateVeeam Certified EngineerVMware certified Professional: Data Centre VirtualizationZerto, pure, vxrailGoogle Cloud Platform (gcp)Oracle Cloud Infrastructure (oci)SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4SAP Technology ConsultantSAP Certified Technology Associate - SAP HANA 2.0Oracle Cloud Infrastructure Architect ProfessionalIBM Certified System Administrator - WebSphere Application Server Network Required Experience: Moderate level years of relevant managed services experience handling cross technology infrastructureModerate level knowledge in ticketing tools preferably Service NowModerate level working knowledge of ITIL processesModerate level experience working with vendors and/or 3rd parties #dimensiondatacareers
Skills Summary
API Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Data Networking, Firewalls, Infrastructure Deployment, IP Routing, Linux, Local Area Network (LAN), Networking Solutions, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP/IP Networking, Troubleshooting, Wireless NetworksWhat will make you a good fit for the role? Workplace type :
On-site WorkingEqual Opportunity Employer NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!
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