Fresh Jobs 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:

• Assist in the implementation of IT security measures.
• Working knowledge of Ansible and Python.
• Working knowledge of Cisco and Aruba switching technologies.
• Working knowledge of enterprise wi-fi technologies (at least one of the following is essential – Cisco, Aruba, Meraki).
• 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 develop security policies.
• Ensure systems and networks are secure and operational.
• Practical experience and understanding of SD-WAN technologies, Fortigate, Cisco, Meraki.
• Identify and investigate risk and vulnerability issues.
• Assist in developing and maintaining standards and procedures.
• Conduct security investigations and audits.
• Review client network policies and recommend changes.
• Experience with deploying 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.
• Basic Cisco 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.
• Switch configuration and VLAN setup.
• 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.

Advantageous Skills:

• Working knowledge of CISO SDWAN.
• Working knowledge of enterprise monitoring tools (NetScout, LogicMonitor, Prometheus, Grafana).
• Knowledge of incident management systems.
• Experience with managed services.
• Familiarity with ticketing tools (Service Now, 4Me/Xurrent).
• Working knowledge of Infoblox.
• Working Knowledge of SD-WAN.
• Knowledge of Cisco and Fortinet support processes.

Academic Qualifications:

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

IT Qualifications:

• NETSCOUT Enterprise nGeniusONE Core - Advantageous
• Experience with network security and incident response preferred.
• CCNA Enterprise - Essential
• CCNP Enterprise - Advantageous.
• Cisco DevNet Associate - Advantageous
• FortiNet NSE4 or Implementing Cisco SD-WAN Solutions (ENSDWI) - Essential
• ITILv4 or relevant ITIL certification (Foundation Level)
• Certified Wireless Network Professional (CWNP) - Advantageous 
• Certified Wireless Network Expert (CWNE) – Advantageous 
• CWNA or CWNP - Advantageous 

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Your day at NTT DATA

• We are looking for an experienced Azure Cloud Engineer L3 to design, operate, automate, and continuously improve Azure and hybrid-cloud environments. This role is suited to a senior technical specialist with strong Azure operational experience, cloud governance knowledge, automation capability, and the ability to support cloud migration, ensure reliability, and service excellence across enterprise or managed services environments.

Key Responsibilities

• Design, deploy, manage, and optimize Microsoft Azure environments across compute, networking, storage, identity, monitoring, backup, and disaster recovery services.
• Build, standardize, and automate Azure infrastructure using Infrastructure as Code and automation tools such as Terraform, Bicep, ARM Templates, PowerShell, Azure CLI, Azure DevOps, or GitHub Actions.
• Implement Azure governance, monitoring, alerting, cost optimization, and operational standards to improve platform reliability, compliance, and efficiency.
• Support cloud migration and modernization initiatives, including discovery, assessment, planning, workload transition, validation, and post-migration optimization.
• Troubleshoot and resolve complex Azure and hybrid-cloud incidents involving connectivity, identity, networking, backup, recovery, performance, and security.
• Drive continuous improvement through automation, standardization, root cause analysis, service improvement plans, and permanent corrective actions.
• Provide advanced support for hybrid infrastructure components such as VMware, enterprise storage, SAN, backup, and networking where they integrate with or support Azure services.
• Mentor Level 2 engineers, provide technical guidance, and lead Azure-focused initiatives within agreed timelines, quality standards, and client expectations.

Technical Knowledge and Experience
Azure Cloud, Automation, and Governance

• Strong hands-on experience with Microsoft Azure services across compute, networking, storage, backup, monitoring, identity, security, governance, and cost management.
• Experience deploying and managing cloud infrastructure using automation and Infrastructure as Code tools such as Terraform, Bicep, ARM Templates, Azure DevOps, GitHub Actions, PowerShell, or Azure CLI.
• Solid understanding of Azure landing zones, subscription design, resource organization, tagging, Azure Policy, RBAC, resilience, observability, disaster recovery, and cost optimization.

Hybrid Infrastructure Awareness

• Working knowledge of VMware, virtualization, enterprise storage, backup, networking, and hybrid integration concepts where they support Azure migration, connectivity, or operational support.

Azure Networking and Security

• Strong understanding of Azure networking, hybrid connectivity, cloud security, identity and access control, workload protection, secure connectivity, and related enterprise networking concepts.

Preferred Certifications
Required

• Microsoft Certified: Azure Administrator Associate (AZ-104)

Highly Desirable

• Microsoft Certified: Azure Solutions Architect Expert
• Microsoft Certified: DevOps Engineer Expert
• Microsoft Certified: Azure Security Engineer Associate (AZ-500)
• HashiCorp Terraform Associate
• Microsoft Certified: Azure Network Engineer Associate

Beneficial

• VMware Certified Professional – Data Center Virtualization (VCP-DCV)
• Veeam Certified Engineer (VMCE)
• AWS Solutions Architect Associate
• Google Professional Cloud Architect

Required Experience

• 5+ years of cloud engineering, infrastructure, or platform operations experience within an enterprise or managed services environment.
• Strong hands-on experience supporting Microsoft Azure environments, including compute, networking, storage, monitoring, backup, security, governance, automation, cost optimization, and operations.
• Experience with Azure architecture, landing zones, migration or modernization initiatives, Infrastructure as Code, and hybrid-cloud integration.
• Working knowledge of VMware, enterprise storage, SAN, backup, and networking technologies as supporting components within hybrid cloud environments.
• Strong understanding of ITIL-based operational processes, including incident, change, problem, vendor, and service delivery management.

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Your day at NTT DATA

• As an Associate Cross Technology Sales Specialist at NTT DATA, you'll step into an exciting role focused on exploring new opportunities and building strong relationships. You'll start your day by identifying new leads and working closely with our Client Management team to onboard clients who can benefit from our innovative solutions. As a Sales Specialist, you are also responsible for generating your own pipeline and opportunities within your assigned client base. With your enthusiasm and determination, you'll present value propositions, partner configurations, and revenue models that align with client needs.
• You'll spend a significant amount of time engaged in selling and supporting the sales process. Partnering with Client Managers, you'll assist in creating the best solution designs for our clients by working with pre-sales architects. Building and developing relationships with new and existing clients will be a key part of your role, ensuring that their needs are met and opportunities for business growth are identified.
• Your day will also involve developing and maintaining your expertise in various technology domains. This includes staying updated with relevant product knowledge, competitor strategies, and market pricing. You'll work closely with technology vendors to understand their solutions and how they contribute to our offerings. Throughout all steps of the sales process, you'll effectively articulate our organizational value propositions.
• Continuously collaborating with your teammates, you'll support the sales process, position our technology solutions, and help close deals. You'll be responsible for defining and documenting solutions that meet customer requirements, identifying client risks, and ensuring that proposals are tracked and managed. Your ultimate goal will be to contribute to the shared growth of our team and the wider territory sales plan.

To thrive in this role, you need to have:

• Success in achieving and exceeding sales and financial goals.
• Knowledge of competitors and the ability to apply successful sales strategies.
• Strong negotiation skills to craft beneficial solutions for all parties.
• Close attention to maintaining accurate sales forecasts and close plans.
• Engaging presentation skills and proficiency in team-selling approaches.
• Ability to develop and maintain meaningful customer relationships.
• A client-centric mindset with a knack for understanding and solving customer problems.
• Flexibility to adapt quickly to new missions or urgent deadlines.
• A bachelor’s degree in information technology, Sales, or a related field.
• Industry/Vendor sales certifications required.

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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:

• Adhere to IT security measures.
• Working knowledge of Ansible and Python is essential.
• Proven working knowledge of utilizing monitoring tooling to troubleshoot and recognise event/incident patterns.
• Understanding of Cisco and Aruba switching technologies.
• Understanding of enterprise wi-fi technologies (at least one of the following is essential – Cisco, Aruba, Meraki).
• Understand firewalls and other network tools.
• Provide monitoring and related system documentation and diagrams.
• Implement or participate in change management procedures for monitoring system architecture changes.
• Document network areas to develop network monitoring system diagrams.
• Ensure monitoring systems are secure and operational.
• Understanding of SD-WAN technologies, Fortigate, Cisco, Meraki.
• Identify and investigate risk and vulnerability issues relating to monitoring platforms deployed.
• Assist in developing and maintaining standards and procedures (such as naming conventions).
• Participate in security investigations and audits.
• Review client network policies and recommend monitoring platform changes to match requirements.
• Proven experience with deploying network monitoring systems.
• Basic understanding of security principles and design.
• Excellent customer service skills.
• Ability to work independently with minimal supervision.
• Familiarity with Linux environment and shell scripting.
• Prepare monthly work status reports and update technology-specific documents.
• Assist in designing and implementing network monitoring infrastructure.
• Basic Cisco device management skills.
• Understanding of installing, configuring, and troubleshooting networking equipment methodology.
• Understanding of Layer-2 switching, VLANs, and access lists.
• Basic understanding of routing protocols: OSPF, EIGRP (advantageous).
• Understanding of OSI Model, TCP/IP protocol suite.
• Understanding of IP addressing and subnetting, routing concepts.
• Understanding of switch configuration and VLAN setup.
• Understanding of the implementation of SNMP on devices for network management.
• Perform troubleshooting between sites and on- net.
• Understanding of enterprise-level network design and implementations.

Advantageous Skills:

• Understanding of CISO and Fortinet SDWAN.
• Knowledge of incident management systems.
• Experience within Managed Services environments and teams.
• Familiarity with ticketing tools (Service Now, 4Me/Xurrent).

Academic Qualifications:

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

IT Qualifications:

• NETSCOUT Enterprise nGeniusONE Core – or Similar is a requirement
• Proven working knowledge of enterprise monitoring tools (NetScout, LogicMonitor, Prometheus, Grafana) – Essential
• Proven experience in producing monthly networking status and statistics reporting – Essential
• Proven experience in utilizing network monitoring tools for governance, asset tracking and management - Essential
• CCNA Enterprise - Essential
• CCNP Enterprise - Advantageous.
• Cisco DevNet Associate - Essential
• FortiNet NSE4 or Implementing Cisco SD-WAN Solutions (ENSDWI) - Advantageous
• ITILv4 or relevant ITIL certification (Foundation Level)
• Certified Wireless Network Professional (CWNP) - Advantageous 
• Certified Wireless Network Expert (CWNE), CWNA or CWNP – Advantageous 
   

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Your day at NTT DATA

• As a Networking Managed Services Engineer (L3) at NTT DATA, you will lead in providing exceptional managed services to our clients. Your day will revolve around proactively identifying and resolving technical incidents and problems, ensuring our clients meet all service level agreement (SLA) conditions, identify root cause of critical incidents and implement solutions for problems identified. With your advanced technical expertise, you will manage high-complexity tickets, conduct thorough analyses, and provide resolutions to a variety of complex issues, all while coaching and mentoring junior team members. Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.
• You will ensure that our clients' infrastructure is configured, installed, tested, and operational, performing necessary checks and employing monitoring tools to respond to alerts in a timely manner. Your role will involve identifying and logging problems before they escalate, analysing and escalating support calls, and investigating third-line support calls to find root causes and solutions.
• Additionally, you will provide onsite technical support and field engineering services to clients, work closely with third-party vendors for issue escalation, and offer continuous feedback and updates to all involved parties. Through your efforts, you will drive operational improvements and optimize work processes, including opportunities for automation.
• You may also have the opportunity to manage and implement projects within the technology domain, deliver disaster recovery functions and tests, and improve the quality of incidents and service requests through random monthly reviews. Your work will play a key role in delivering high-quality services that ensure a positive client experience throughout their journey with us.

Requirements

• Provide test automation and technical support for a network or a virtual private network.
• Working knowledge of firewalls and other network tools.
• Provide system documentation and diagrams as well as maintenance documentation.
• Implement change management procedures that accommodate system architecture changes.
• Identify and document undocumented areas of a network to develop a network diagram.
• Ensures that the LAN and WLAN networks of the organization are secure and operational.
• Uses threat modeling techniques and threat intelligence to develop and maintain a network-based risk assessment tool.
• Analyzes and detects risks and vulnerabilities associated with new technologies, processes, and applications.
• Identifies and investigates risk and vulnerability issues and develops and implements solutions to resolve them.
• Assists in developing and maintaining network standards and procedures.
• Performs security audit and penetration testing activities to evaluate network security safeguards and identify ways to improve network security posture.
• Conducts comprehensive investigations and audits, performs all necessary forensics procedures, and responds to client requests for information.
• Reviews client network policies, policies, network security documents and recommends changes or alterations.
• Experience with deploying enterprise WLAN network systems.
• Experience with enterprise network security principles and enterprise principles of design.
• Excellent customer service skills.
• Ability to work independently with minimal supervision.
• Partake and abide by CAB processes when involved in changes
• A well-working acquaintance in the Linux environment
• Working knowledge of network security administration, port security on switches and IP security on Routers via Access list
• Preparing monthly work status reports and updating technology-specific documents
• Responsible for designing and implementation of customers' WLAN network infrastructure
• Cisco, Aruba or Meraki device management specific technical skills
• Knowledge of Layer-2 Switching, Vlan’s, and Access-list.
• Familiarity of routing protocols: OSPF, EIGRP, IGRP, RIP, and RIPv2.
• Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SMTP, FTP, TFTP)
• Excellent understanding of IP addressing, subnetting and routing concepts.
• Sound knowledge of routing protocols - RIP V1/V2, OSPF, IGRP and EIGRP
• Implemented SNMP on devices to allow for network management
• Excellent knowledge of integration with Wireless and ISE authentication methods not limited to but inclusive af AD and certificate based.
• Implementation of HSRP, DHCP, DNS, FTP, TFTP, MRTG.
• Working knowledge of enterprise level network design and implimentation
• Display thorough knowledge of 802.11n and 802.11a.
• Display working knowledge of Wif-Fi 5, Wi-Fi 6, Wi-Fi 6E and Wi-Fi 7
• Display working knowledge of wi-fi autherntication methods inclusive of associated encrytions methods
• Experience with WLC and ISE monthly reporting procedures and requirements
• Install and troubleshoot Cisco wireless Networks, Wireless Controllers, Access Points, Network Access Control systems, Wireless Network Management tools
• Evaluating the performance of Media Access Control (MAC) and higher layers of various types of wireless networks
• Utilizing monitoring tools to capture and analyze network traffic, maintain uptime, generate usage reports, and spot trends
• Knowledge about flex connect, issues and types of flex connect
• Basic knowledge about port channel configurations on the wired side
• Experience performing RF Spectrum Analysis utilizing various tools sets (preferred tooling mentioned below)

Advandtageous skills

• Knowledge of Enterprise Monitoring (LogicMonitor, Prometheus, Grafana, NETSCOUT)
• Moderate years of relevant managed services provider and team experience
• Moderate level knowledge in incident management and ticketing tools preferably Service Now and Xurrent
• Understanding of Infloblox  and other IPAM solutions - Advantageous
• Fortinet and CISCO SD-WAN
• Ekahau and Hamina wifi analys tool experience
• Proven knowledge and understanding of DNS and DNS management

Academic Qualifications

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

Qualifications

• Must have the ability to build secure networks for enterprise applications, maintain security configuration and troubleshoot problems related to network configuration.
• Experience with network security and incident response preferred.
• CCNP Enterprise - Essential
• CCIE Enterprise or Wireless - Advantageous
• CISCO CWAP - Essential
• Fortinet NSE5, NSE6 or NSE7 or Implementing Cisco SD-WAN Solutions (ENSDWI) will be an advantage
• ITILv4 - Up to date and relevant ITIL certification (Foundation Level)
• CCNP Enterprise and Advantage
• Cisco Firewalls and Routers
• Certified Wireless Network Administrator (CWNA) - Essential
• Certified Wireless Design Professional (CWDP) - Essential
• Certified Wireless Network Expert (CWNE) - Advantageous
• CISCO DevNet Associate - Advantageous

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Your day at NTT DATA

• The Principal Information Security Analyst is a highly skilled subject matter expert responsible for Platform evolution, Integration support, New COTS review/analysis, L4 Platform operations support and mentoring for the overall team.
• This includes Platform architecture design, regular architecture reviews, platform build & automation, integration design & build, tool evolution, Major platform upgrades, security event reporting, and content engineering. 

Key Responsibilities:

• Lead and Works as part of a Security Platform Engineering team
• Responsible for the MSSP platform architecture designing
• Lead and build new service platform and automation for the SOC/security services
• Conduct architecture reviews and updates
• Support new integrations design and build
• Lead the new COTS capability review and analysis
• Lead the new tool evaluation and POC
• Act as the advisor and consultant for the Platform and Content Engineering, stake holder requests, escalations, reporting, trainings.
• Support the review of lifecycle management of the supported security tools/technologies, Break-fix, Patching
• Support in designing the SOPs and notify stake holders on log flow/log format issues.
• Documents best practices.
• Identifies opportunities to make automations which will help the incident response team.
• Documents and closes resolved incidents according to agreed procedures.
• Investigates and identifies root cause of major platform disruptions and assist with the implementation of agreed remedies and preventative measures.
• Cooperates with all stakeholders including vendors and carriers to expedite diagnosis of errors and problems and to identify a resolution.

Knowledge and Attributes:

• Extended knowledge on implementation and monitoring of MS sentinel, PaloAlto XSIAM, MS LogicApps, XSOAR, and/or other automation tools with Google SecOps (optional)
• Extended knowledge on security and SOC architecture, worked across different security technologies, DevOps & automation tools
• Good knowledge and experience on different cloud native services such as Azure, and Google
• Customer service orientated and pro-active thinking.
• Problem solver who is highly driven and self-organized.
• Great attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player and lead with the ability to work well with others and in group with colleagues and stakeholders.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or related field.
• Relevant level of security certifications such as PaloAlto XSIAM engineer/Architect, Azure DevOps or equivalent, SC-100, DW-350, DW-360 or equivalent
• Relevant level of additional Security certifications such as AZ-500, CEH, CISSP, CISM etc. will be added advantage.

Required experience:

• 14 + years' experience in Security
• Extended experience in Security technologies like SIEM, SOAR, EDR, XDR, CDR, Cloud native security services and security architecture
• Minimum experience of 5 Years in DevOps, Scripting using Python, KQL and XQL
• Extended experience in technical support to clients.
• Extended experience in diagnosis and troubleshooting.
• Extended experience providing remote support in Security Technologies.
• Extended experience in SOC/CSIRT Operations.
• Knowledge on networking, Linux, Agentic AI/RAG and security concepts.
• Good understanding and experience in configuring/managing security controls such as Firewall, IDS/IPS, EDR, NDR, UTM, Proxy, SOAR, HoneyPots and other security tools.
• Knowledge on log collection mechanism such as Syslog, Log file, DB API.
• Extensive experience in Security Engineering.

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Your day at NTT DATA

• The Associate Business Analyst role is an entry level subject matter expert, responsible for learning the skills to work with internal and external clients to determine requirements and to define solutions to address business, process and systems problems, and improvements in the organization.
• Working under general supervision, this role acts as a liaison among stakeholders in order to understand the structure, policies, and operations of an organisation, and to recommend solutions that enable the organisation to achieve its goals.

Key responsibilities:

• Acts as a bridge between the business problems and the technology solutions.
• Supports the analysis, transformation and ultimately works towards resolving business problems with the help of technology.
• Works with internal clients and applies best practice methodologies to determine business requirements and to define solutions to address business, process, information and system problems, improvements or change.
• Delivers business projects in line with sponsor requirements and enterprise architecture.
• Proactive development and deployment of enhanced services and platforms, covering all the functional aspects from service/product definition through to build and deployment.
• Ensures the identification and documentation of operational gaps including user guides, templates, test cases and related user training.
• Assists with the resolution of issues pertaining to the service.
• Adheres to and follow the relevant development and support processes.
• Communicates and escalates if any issues arise or deliverables cannot be met and request assistance to ensure closure of issues.
• Takes responsibility for delivery of project elements under relevant guidance and supervision.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Some understanding of business practices and processes.
• Team player who displays good client service orientation with well-developed administrative and organization skills.
• Some expertise in specific systems, processes and technologies that they will be required to analyze.
• Meticulous attention to detail whilst working under pressure.
• Good verbal and written communication skills.
• Ability to listen empathetically.
• Ability to build rapport and engage effectively with a variety of stakeholders.
• Some knowledge of project management methodology.
• Developing analytical skills with the ability to convert business requirements into operational deliverables (functional requirements) to meet business objectives.
• Good documentation skills, in particular, functional requirements, test cases, system user documentation, processes and procedures and presentations.
• Working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and Visio.
• Some understanding of systems generally used in a services organization, for example, ServiceNow, Siebel, Remedy, SAP, EMS would be advantageous.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent in Business or Information Technology or a related field.
• Project management certification would be advantageous.
• Professional in Business Analysis certification is preferred.
• IIBA Membership required.
• Relevant technology certification(s) required, such as ITIL.

Required experience:

• Basic experience as a Business Analyst gained within a technology services environment.
• Basic experience as a system administrator or developer would be advantageous.
• Basic experience in and with all operational aspects of a Services business, preferably with a Systems Integrator.
• Basic experience in the business requirement gathering, use case definition, process mapping and implementing new services and systems

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Job Profile Summary

• The Technical Operations Manager will be responsible for the operational leadership, service delivery, governance, and continual improvement of enterprise networking and observability services. The role manages a team of network, wireless, SD-WAN, and observability engineers responsible for the support, maintenance, monitoring, and optimization of client managed services infrastructure.
• The Technical Operations Manager ensures the availability, performance, security, and service quality of Cisco SD-WAN, Cisco Wireless, NETSCOUT, and observability platform stack. The role provides leadership across operational support functions, incident management, customer engagement, service assurance, automation initiatives, and technical governance while ensuring compliance with service levels and contractual obligations.
• The incumbent will work closely with clients, architects, engineering teams, vendors, and business stakeholders to ensure operational excellence and drive continuous service improvement.

Job Description

Operational Leadership

• Lead and manage network operations responsible for Cisco SD-WAN, Cisco Wireless, Observability, and Network Performance Monitoring services.
• Ensure the successful delivery and operational support of managed services in accordance with contractual SLAs and OLAs.
• Oversee the 24x7 monitoring, management, and support of customer environments.
• Provide technical and operational leadership during major incidents and service outages.
• Ensure all operational processes are aligned to ITIL best practices.
• Drive operational excellence through process standardization, automation, and continual improvement initiatives.
• Maintain responsibility for overall service performance, customer satisfaction, and operational stability.

Service Delivery Management

• Ensure effective delivery of managed network and observability services across all supported customer environments.
• Monitor service performance against agreed service levels and contractual commitments.
• Review service metrics, trends, and operational reports to identify areas for improvement.
• Coordinate service transition activities for new customers, technologies, and projects entering operational support.
• Manage service risks, escalations, changes and mitigation plans.
• Participate in customer governance meetings, service reviews, and operational steering committees.
• Develop and maintain data driven service improvement plans.

Technical Governance and Oversight

• Provide operational oversight for:
• Cisco SD-WAN environments
• Cisco Catalyst and enterprise networking infrastructure
• Cisco Wireless LAN environments
• NETSCOUT nGeniusONE solutions
• Observability stack environments
• Dashboards and observability platforms
• Network telemetry and analytics platforms
• IPSEC VPN services
• Routing and switching environments
• Network automation platforms
• Validate operational readiness for new technologies and solutions.
• Ensure platform standards, monitoring standards, and operational procedures are maintained and reviewed regularly.
• Ensure compliance with information security, governance, and risk management requirements.

Observability and Monitoring Leadership

• Own the operational strategy for enterprise observability services.
• Drive enhancements to monitoring coverage, alerting effectiveness, and event correlation capabilities.
• Ensure monitoring systems provide proactive visibility into service health and customer experience.
• Oversee the development of dashboards, analytics, and reporting capabilities using the observability data stack.
• Lead initiatives focused on reducing incident volumes through predictive monitoring and automation.
• Ensure monitoring platforms remain secure, resilient, scalable, and aligned to customer requirements.

Incident, Problem and Change Management

• Act as the escalation point for Priority 1 and Priority 2 incidents.
• Lead major incident management activities and post-incident reviews.
• Oversee root cause analysis investigations and ensure corrective actions are implemented.
• Ensure change management processes are followed and operational risks are effectively managed.
• Review recurring incidents and implement long-term remediation strategies.
• Drive continuous reduction in service-impacting incidents.

Customer Engagement

• Establish and maintain trusted relationships with customer stakeholders.
• Present operational performance, service reviews, and improvement plans to customers.
• Manage customer escalations and ensure timely resolution.
• Work collaboratively with client stake holders to align operational services with business objectives.
• Act as an operational advisor for network and observability services.

Reporting and Governance

• Prepare and present:
• Monthly Service Reports
• SLA Achievement Reports
• Incident Trend Analysis
• Problem Management Reports
• Capacity and Availability Reports
• Risk Registers
• Lifecycle, Patch, SLA Cert management reporting
• Access management
• Service Improvement Plans
• PCI audit participation and management
• Weekly operations meetings
• Ensure the accuracy and integrity of operational reporting data.
• Measure the service performance against established KPIs and service objectives agreed with the client.

Key Performance Indicators (KPIs)

The Technical Operations Manager will be measured against:

• SLA Compliance Achievement
• Service Availability Targets
• Architecture accuracy
• Mean Time to Restore Service (MTTR)
• Monitoring accuracy
• Customer Satisfaction Scores (CSAT)
• Major Incident Reduction
• Change Success Rate
• Service Improvement Delivery
• Automation and Operational Efficiency Gains
• Audit and Compliance Outcomes

Required Qualifications

Education

• Bachelor's Degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent experience.
• ITIL v4 Foundation (Minimum)
• ITIL Managing Professional (Advantageous)

Professional Certifications

Essential

• Cisco CCNA Enterprise
• Cisco DevNet Associate
• ITIL v4 Foundation

Advantageous

• Cisco CCNP Enterprise
• Cisco SD-WAN (ENSDWI)
• Cisco Wireless Certifications
• NETSCOUT nGeniusONE Certifications
• Fortinet NSE4 or higher
• PMP or Prince2
• Certified Scrum Master
• Cloud Platform Certifications (Azure or AWS)

Experience

• Minimum 8-10 years experience in enterprise network operations.
• Minimum 5 years experience managing technical operations teams.
• Experience managing large-scale Cisco networking environments.
• Experience supporting enterprise SD-WAN environments.
• Experience managing Cisco Wireless deployments.
• Experience operating enterprise monitoring and observability platforms.
• Experience within a Managed Services Provider (MSP) or Managed Network Services environment.
• Experience with service delivery governance and customer-facing operations.
• Experience leading major incident and problem management processes.
• Experience managing and collaborating with external vendors

Technical Competencies

Networking

• Cisco SD-WAN
• BGP
• OSPF
• MPLS
• DIA
• VPN Technologies
• IPSEC
• Network Security
• Enterprise Routing and Switching

Wireless

• Cisco Wireless LAN Controllers
• Cisco Access Points
• Wireless Design Principles
• RF Fundamentals

Observability & Monitoring

• Prometheus
• Grafana
• NETSCOUT nGeniusONE
• SNMP
• Telemetry
• Network Analytics
• Performance Monitoring
• Capacity Management

Automation

• Python
• Ansible
• Network Automation Frameworks
• API Integrations
• Infrastructure as Code Concepts

Operations

• ITIL Service Management
• Major Incident Management
• Problem Management
• Change Management
• Capacity Management
• Availability Management
• Service Reporting

Core Competencies

• Strategic Leadership
• Customer Relationship Management
• Technical Decision Making
• Team Development and Coaching
• Service Delivery Excellence
• Business Acumen
• Risk Management
• Stakeholder Engagement
• Financial Awareness
• Communication and Presentation Skills
• Negotiation and Conflict Resolution
• Continual Service Improvement