MS Engineer

2 weeks ago

Singapur, Singapore NTT DATA Full time

Job Description

Want to be a part of our team?

The Networking Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients. The primary objective of this role 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 may also contribute to / support on project work as and when required.

Working at NTT

Key Roles and Responsibilities:

At least 3-5 years of experience providing network operational and administration supporting Cisco products (Routers / Switches/WLAN)Strong knowledge of network routing and switching protocols and services.Experience with network monitoring tools such as OpManager.Experience with syslog, SNMP, and configuration backup toolsStrong experience in Cisco data center technologies including Cisco Nexus environment, security firepower, ASA firewall, FortiGate firewall and Cisco ISEExperience with Cisco Nexus technologies including Virtual Port Channels (VPC) and Virtual Device Contexts (VDC)Knowledge of network security, load balancing and optimization technologies Knowledge in Cisco ACI, Bluecoat Proxy, F5 Load Balancer, Palo Alto or Checkpoint firewall is preferred.Cisco CCNA, CCNP certificationsWilling to work in extended hours and perform standby duty after office hourGood to have experience in network automation via scripting (e.g. Python, Ruby) or tools (e.g. Ansible, Algosec, Chef)Singaporean is preferred.Work in 24/7 rotation shift to ensure maximum network uptimePerforms operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdates tickets with resolution tasks performedIdentifies, investigates, analyzes issues and errors prior to or when they occur, and log 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 tasksCoaches Service Desk and L1 teams for technical and behavioural skillsEstablishes monitoring for client infrastructureIdentifies problems and errors before they impact a client’s serviceLeads 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 ItemsMay 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 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)CCNA, CCNP or equivalent certificationCertifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)


Required Experience:

Moderate years of relevant managed services experienceModerate level knowledge in ticketing tools preferably Service Now

Skills Summary

Cisco Routers and Switches, Data Networking, IP Routing, Local Area Network (LAN), Routing Protocols, Wireless Local Area Network (WLAN), Wireless Networks

What will make you a good fit for the role?

Workplace type:

On-site Working

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

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