Key Roles and Responsibilities:Ensure that assigned infrastructure at the client site is configured, installed, tested, and operationalPerform necessary checks, apply monitoring tools and respond to alertsIdentify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detailAssist in analyzing, assigning, and escalating support callsInvestigate third line support calls assigned and identify the root cause of incidents and problemsReport and escalate issues to 3rd party vendors if necessaryProvide onsite technical support to clients and provide field engineering services to clientsConduct a monthly random review of incidents and service requests, analyze and recommend improvement in qualityProvide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTTProactively identify opportunities for work optimization including opportunities for automation of workExecute changes with clear identification of risks and mitigation plans to be captured into the change record.Coach Service Desk and L1 teams for technical and behavioural skillsIdentify problems and errors before they impact a client's service.Lead and manages all initial client escalation for operational issues.Contribute 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. Ensures all changes are carried out with proper change approvals.Plan and execute approved maintenance activitiesAcademic Qualifications & Vendor CertificationAdvanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Fortinet NSE4 & NSE5Microsoft Azure AZ-Microsoft Azure AZ-Advantageous CertificationsFortinet NSE7Cisco CCNA Security / CCNP SecurityPalo Alto PCNSA / PCNSEPalo Alto Cortext CertificationsMicrosoft Security Operations Analyst Associate (SC-)Required Experience:Demonstrated work experience, including knowledge of routing and switching.Demonstrated knowledge and understanding of Security PrinciplesDemonstrated experience required in Engineering function within a medium to large ICT organizationDemonstrated experience of Managed ServicesDemonstrated working knowledge of ITIL processesDemonstrated experience working with vendors and/or 3rd parties#DimensiondatacareersSkills SummaryCloud Security, Firewalls, Local Area Network (LAN), Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), TCP/IP NetworkingWhat will make you a good fit for the role?Workplace type: Equal Opportunity EmployerNTT 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
