Senior MS Engineer - Digital Workspace
NTT Ltd.
Bangalore, India
4d ago

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the MS Engineer (L2) are able to restore service to clients.

Their primary objective is to proactively review client requests or tickets and apply technical / process knowledge to resolve them without breaching service level agreement (SLA).

The MS Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity. Working at NTT Key Roles and Responsibilities : Proactively monitors the work queues.

Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA. Update tickets with resolution tasks performed Identify, Investigate, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.

Capture all required and relevant information for immediate resolution Provide second level support to all incidents, requests and identify the root cause of incidents and problems Communicate with other teams and clients for extending support Execute changes with clear identification of risks and mitigation plans to be captured into the change record Follow the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management Work with automation teams for effort optimization and automating routine tasks Coach Service Desk and L1 teams for technical and behavioral skills Establish monitoring for client infrastructure Identify problems and errors before they impact a client’s service Lead and manages all initial client escalation for operational issues.

Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.

Ensures all changes are carried out with proper change approvals Plan and execute approved maintenance activities Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.

Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort Troubleshoot and resolve complex support problems Troubleshoot customer issues using remote desktop software Successfully interact through phone and email with customers as you solve their problems Dedication to the success and satisfaction of our customers Recreation of problems in house Root Cause Analysis and / or provision of examples of software bug Working independently and as a team to come up with the best solutions to a customer problem.

Providing best-in-class phone based support for a variety of complex, time critical issues. Using and sharing your knowledge of a wide range of technologies Working remotely on enterprise level customers and dark sites Having the opportunity to build labs and simulators Ability to be involved in product BETA testing Contributing to our Solutions Engine and online forums Position Requirements Include At least 5+ years of technical / customer support experience Excellent knowledge of VMware Hyper-V - Implementation and configuration of VMware Cluster environments.

Knowledge of the full feature set available in VMware. Advance Troubleshooting of VMware Issues - Implementation and configuration of HyperV Cluster environments would be desirable .

Knowledge of the full feature set available in HyperV. Advance Troubleshooting of HyperV Issues Desirable but not essential.

Networking and troubleshooting connectivity, name resolution and performance based issues with OS and / or hardware. Good knowledge of system networking and troubleshooting connectivity and Microsoft clustering technologies and and TCP / IP and DNS Understanding backup theory and design.

Backup and data management fundamentals Experience with Commvault technologies is highly desirable as is other backup software such as Veritas, Symantec, Backup Exec, ShadowProtect, NetBackup, NetWorker, Avamar, VEEAM, or TSM is a must Thorough knowledge of administration and trouble shooting in Microsoft Windows Server operating system (think troubleshooting via the event logs, acquiring crash and application dumps, analysing network packets, windows firewall, VSS).

Strong understanding of Windows clustering. Advance knowledge of Microsoft Active directory. Recovery knowledge of Microsoft operating systems and applications.

Linux Skills Previous experience troubleshooting enterprise environments Strong customer relations skills. Strong multi-tasking and prioritization skills.

Strong written and verbal communication skills. Excellent team player. What will make you a good fit for the role? Standard career level descriptor for job level :

  • Seasoned and experienced professional
  • Has full understanding of specialization area
  • Resolves wide range of issues in creative ways
  • Fully qualified, career level, career journey-orientated
  • Uses good judgement in selecting tools and methods to solve problems
  • Networks with senior internal and external people in own area of expertise
  • Receives little instruction on day-to-day work, receives general instructions on new assignments
  • Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
  • or a PhD or equivalent degree without experience; or equivalent work experience

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