Networking Managed Services Engineer (L2) at NTT Ltd.

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.

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 captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Coaches Service Desk and L1 teams for technical and behavioural skills.
• Identifies problems and errors before they impact a client’s service.
• Leads and manages all initial client escalation for operational issues.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Advantageous Skills:

• Experience within managed services.
• Familiarity with ticketing tools (Service Now, FreshDesk).
• Working Knowledge of Fortinet SDWAN
• Knowledge of Cisco, Palo Alto and Fortinet support processes.
• Working Knowledge of Cisco switches, access points support and configuration
• Working Knowledge of Network address translation
• Working Knowledge in configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits

Academic Qualifications:

• Diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience).

Qualifications:

• Ability to build secure networks for enterprise applications; to maintain security configurations, troubleshoot problems related to network configuration and outages.
• Experience with network security and incident response preferred.
• CCNA Enterprise.
• CCNP Enterprise - advantageous.
• FortiNet NSE4
• ITILv4 or relevant ITIL certification (Foundation Level)
• Certified Wireless Network Professional (CWNP) - advantageous
• Certified Wireless Network Expert (CWNE) – advantageous
• Palo Alto Networks Certified Network Security Administrator - advantageous