Service Delivery Voice Level

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The role is responsible for providing a professional second-line remote technical support and engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity.

**Working at NTT**

**What will make you a good fit for the role?**

Job description:
Key Roles and Responsibilities:
Proactively monitors the work queues.

Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.

Update tickets with resolution tasks performed

Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution

Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Communicate with other teams and clients for extending support

Execute changes with clear identification of risks and mitigation plans to be captured into the change record

Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift

Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management

Work with automation teams for effort optimization and automating routine tasks

Coach Service Desk and L1 teams for technical and behavioural skills

Establish monitoring for client infrastructure

Identify 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 activities

Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.

Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

Knowledge, Skills and Attributes:
Ability to communicate and work across different cultures and social groups

Ability to plans activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurised environment

Ability to work hard and put in longer hours when it is necessary

Ability to adapt to changing circumstances

Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications:
Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous Certifications:
Up to date and relevant ITIL certification

At least one mid-Level certification relevant to CoE - Ex - CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)

Good to have scripting knowledge such as Python, PERL

Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.

Cisco Certified Network Professional - Voice

Juniper Certifications

Meraki Certifications

Cisco Certified Network Associate - Voice (CCNP-V)

Required Experience:
Moderate years of relevant managed services experience

Moderate level knowledge in ticketing tools preferably Service Now

**Equal 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.