Senior MS Engineer - Digital Workspace
NTT Ltd.
Bangalore, India
11h 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 As a Digital Workspace Engineer need to drive the workplace components in a project / program along with technical architects / SMEs Manages risks, issues and assumptions associated with medium complexity, multi-streamed projects involving technologies and resources (inc.

3rd parties) outside of domain expertise. Quantified risks may be commercial and / or activity based. Ensure all appropriate documentation, requirements, design and test specifications and other required deliverables are created and reviewed / approved by external and internal stakeholders Details for each individual installation event, as a guideline to follow for migration success.

Demonstrated experience implementing new technologies Follow transition process to hand-off support to Support team after rollout Technical and Project skills Extensive knowledge in client Migration / transformation projects from win7 to Win10 traditional & modern in a Small (5K), mid (20K) and large(70K) EUC device landscape Extensive knowledge in fully cloud device management (Intune / VMware workspaceONE) & hybrid (SCCM Co-Management & Intune) environment Knowledge in Microsoft Active Directory, KMS and CA certification authority and Azure AD, packaging, and software packaging and distribution, Bit locker and encryption solutions Good Knowledge in MDT and OS image deployment Good knowledge in mobile device management solutions, (E.

g. Intune / SCCM, VMware workspace ONE, MobileIron.) Knowledge in server operating system MS Windows 2008 R2 and higher Soft Skills Must have strong communication skills, written and verbal Experience interviewing end users to gather requirements Good interpersonal skills and customer handling skills Good communication skills (both verbal and written Ability to structure and draft technical documentation Demonstrated superior customer relationship and communication skills Creative negotiation and conflict management skills Flexibility Should be working for the North American time zone Overtime may be necessary to complete tasks Need to be flexible with respect to working times, based on GBU timings for whom the Transition is being managed Working on weekends during Production move Working Experience & Education Qualification Formal education level Bachelor's Degree 8-10 years of overall IT experience 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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