Cross Technology Managed Services Engineer

5 months ago

Singapur, Singapore NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Cross Technology Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests. 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.

What you'll be doing

Key Roles and Responsibilities:

Monitors client infrastructure and solutionsIdentifies problems and errors prior to or when they occurRoutinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reductionInvestigates first line incidents assigned and identifies the root cause of incidents and problemsProvides telephonic or chat support to clients when requiredSchedules maintenance activity windows for patching and configuration changesFollows the required handover procedures for shift changes to ensure service continuityReports and escalates incidents where necessaryEnsures the efficient and comprehensive resolutions of incidents and requestsUpdates existing knowledge articles or create new onesIdentifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunitiesMay 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:CCNA or relevant level 1 Network Security 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)


Required Experience:

Entry-level experience with troubleshooting and providing the support required in security / network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisationBasic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.)Basic knowledge of ITIL processes

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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