Networking Managed Services Engineer (L2)

Responsibilities

• Proactively monitors the work the ticketing queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be cap

Benefits

Additional Information

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 As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs). Your day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You'll be the go-to person for second-line support, handling incidents and requests of medium complexity. In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time. You'll proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken. Identifying, analysing, and logging issues before they escalate will be a key part of your role. You'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans. As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift. When needed, you'll escalate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills. You'll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues. Contributing to the change management process, you'll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality. Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts. You might also support disaster recovery functions and other related tasks as needed. Requirements (technical): Assist in the implementation of IT security measures. Basic knowledge of Ansible and Python. Understand firewalls and other network tools. Provide system documentation and diagrams. Implement change management procedures for system architecture changes. Document network areas to develop network diagrams. Evaluate current IT resources and assist in developing security policies. Ensure systems and networks are secure and operational. Basic understanding of SD-WAN technologies, Fortinet, Palo Alto, Cisco, Meraki. Identify and investigate risk and vulnerability issues. Assist in developing and maintaining standards and procedures. Review client network policies and recommend changes. Experience with deploying network systems. Experience with deploying SDWAN network systems. Basic understanding of security principles and design. Excellent customer service skills. Ability to work independently with minimal supervision. Participate in CAB processes for changes. Familiarity with Linux environment and shell scripting. Security administration on switches and routers. Prepare monthly work status reports and update technology-specific documents. Assist in designing and implementing network infrastructure. Proven Cisco/Palo Alto/Fortinet device management skills. Installing, configuring, and troubleshooting networking equipment. Knowledge of Layer-2 switching, VLANs, and access lists. Basic understanding of routing protocols: OSPF, EIGRP. Understanding of OSI Model, TCP/IP protocol suite. IP addressing and subnetting, routing concepts. Implement SNMP on devices for network management. Implement traffic filters using access lists and route maps. Perform troubleshooting between sites. Basic knowledge of enterprise-level network design and implementation.

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