Lead Engineer - Network Operations

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

As a Networking Managed Services Engineer (L4) at NTT DATA, your role will be to ensure our clients' IT infrastructure and systems remain operational by managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems. You will proactively review client requests, applying your technical process knowledge to provide nearly immediate and permanent resolutions within our service level agreements (SLAs).

Your day will involve working independently, with direction from clients, stakeholders, team leads, or senior managers, to perform operational tasks and resolve escalated incidents and requests in a timely manner. You'll support clients on highly technical or complex issues, documenting resolution tasks, providing inputs for improving client infrastructure and sharing knowledge to empower other engineering teams.

You'll actively identify, investigate, and analyse issues before they occur, ensuring all incidents are logged and relevant information is captured for immediate resolution. Your role includes providing high-level support for escalated incidents, troubleshooting, and managing tickets passed on from third-line engineers while documenting and sharing solutions.

Communication is crucial, as you'll interact with teams and clients to extend support and act as an emergency contact for critical issues. during shift handovers, you will highlight any key escalated open tickets and upcoming operational tasks, ensuring a seamless transition and continuous support.

Beyond daily troubleshooting, you'll contribute to optimization efforts by working with automation teams and developing diagnostic procedures for unique and complex client environments. You'll also coach Service desk and Operations Center teams, guiding and offering technical expertise.

To thrive in this role, you need to have :

• Deep technical skills in relevant networking functions and experience with various network management and monitoring tools (e.g., Pulse Secure SSL VPN, Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASr / ISr routers, SecureCrT, LogicMonitor).
• Advanced Managed Services experience with a solid track record in ticketing tools (preferably ServiceNow) and vendor management.
• Experience working on multiple large global enterprise client outsourcing projects.
• Exceptional proficiency in change management processes with the ability to plan, monitor and execute changes while identifying risks and mitigation strategies.
• Strong client service orientation and a passion for exceeding expectations.
• Excellent written and verbal communication skills to work effectively across cultures and social groups.
• Ability to maintain a positive outlook while working in a pressurized environment and adaptability to changing circumstances.
• Proven ability to work independently and collaboratively, often requiring long hours to meet urgent needs.
• Active listening skills to understand client requirements and create a positive client experience throughout their journey.
• A bachelor's degree in IT / Computing or an equivalent qualification.

Workplace type : On-site 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.