NTT

3 months ago

Senior MS Engineer - ACI

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Last checked: 7 hours agoStatus: Live

Job Summary

Ensure clients’ security infrastructure and systems remain operational by monitoring, investigating, and resolving incidents and requests within SLA. Manage ticket queues, execute approved changes, and support second-level troubleshooting and initial escalations. Collaborate with automation teams to optimize and automate routine tasks, audit ticket quality, recommend improvements, and contribute to trend analysis for automation opportunities. Perform triage, communicate effectively, and document maintenance and change management activities.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Monitor, identify, investigate, and resolve technical incidents and problems, restoring service efficiently within SLA.
•Handle client requests/tickets with second-level support and technical expertise, updating tickets with resolution actions.
•Manage work queues and log incidents promptly, escalating and coordinating with other teams and clients when needed.
•Execute changes responsibly by following approvals, flagging risks, and ensuring proper documentation and compliance.
•Partner with automation teams to optimize and automate routine tasks; audit ticket quality and contribute to trend analysis and improvement recommendations.

Key Requirements

•Experience in managed services handling security infrastructure, with ticketing-tool knowledge preferably ServiceNow.
•Proficiency in active listening techniques such as paraphrasing and probing for more information.
•Strong planning skills to anticipate and adapt to changing circumstances.
•Ability to communicate effectively and engage across different cultures and social groups.
•Bachelor’s degree in IT/Computing (or equivalent) or relevant work experience.

Education:Bachelor's in IT/Computing

Skills:Active listeningPlanningCommunicationAdaptabilityClient focus

Tech Stack:ServiceNow

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT