Automation Engineer

5 days ago

Singapore NTT SINGAPORE PTE. LTD. Full time

**Responsibilities**
- Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA.
- Provide fourth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
- Document knowledge to resolve issues and push the knowledge down to other engineers
- Communicate with other teams and clients to extend support
- Act as emergency support contact as needed, for critical client and business impacting issues
- Ensure that the shift hand over process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift
- Support, track, and document change implementation
- Timely escalation of all tickets to management with ensuing updates, where applicable
- Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
- Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
- Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams
- Performs quality audits, covering process, service experience, ticket updates etc as required

**Requirements**:

- Diploma in a relevant field
- At least one mid-Level certification relevant to CoE e.g. CCNP for networks, MSCE for Windows Server Data Center CoE
- Scripting knowledge such as Python, PERL etc.
- Cross technology skills Ex Windows server L4 along with UNIX or Storage skills
- Demonstrated experience in Managed Services environment or vendor management roles
- Exposure in multiple large Global Enterprise client outsourcing projects
- Track record of effective shift left work management skills (moving work to junior levels)
- In-depth experience and understanding of the IT industry and standards for IT service management
- Excellent experience in more than one area of expertise
- Excellent experience across Emerging technology and trends impacting IT operations

**Preferred Requirements**
- Hands-on experience in ServiceNow
- Certifications in any of the following:

- Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
- Cisco Certified Network Associate - Wireless (CCNA-WL)
- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
- Cisco Certified Network Associate - Security (CCNA-SEC)
- Juniper Certifications
- Meraki Certifications
- MCSA, MCSE, RHEL, VCP
- MS-IIS Server
- Citrix Metaframe
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- Cisco Certified Network Associate - Video (CCNA-VID)
- Cisco Certified Network Associate - Voice (CCNA-V)
- CCIE
- Microsoft Certified Master

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