Platform Support Engineer (L3)

NTT
Hyderabad
Workplace: HybridFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Customer service","Troubleshooting","Root cause isolation","Communication","Collaboration"]

Serve as a seasoned subject-matter expert providing customer-facing support to users and administrators for enterprise platform and custom applications. Handle and resolve challenging incidents and escalations, improve support delivery best practices, and collaborate with operations and engineering to streamline issue resolution. Apply expertise across cloud/web applications, ITSM/CMDB/ITIL processes, monitoring and troubleshooting, and web service technologies to drive faster, higher-quality outcomes. Mentor team members in relevant technologies.

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FursaFursa
NTT
NTT
2 weeks ago

Platform Support Engineer (L3)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Serve as a seasoned subject-matter expert providing customer-facing support to users and administrators for enterprise platform and custom applications. Handle and resolve challenging incidents and escalations, improve support delivery best practices, and collaborate with operations and engineering to streamline issue resolution. Apply expertise across cloud/web applications, ITSM/CMDB/ITIL processes, monitoring and troubleshooting, and web service technologies to drive faster, higher-quality outcomes. Mentor team members in relevant technologies.
Location: Hyderabad
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Provide support to users/administrators of the company platform and custom scoped applications.
  • •Manage and prioritize assigned incidents and escalations with little or no supervision, acting as a customer advocate.
  • •Contribute to the growth of best practices for delivery of support services.
  • •Ensure understanding of the platform, cloud technologies, and troubleshooting practices for successful resolution of complex technical issues.
  • •Engage with cross-functional operations and engineering teams to build and improve tools and processes; mentor less experienced team members.

Key Requirements

  • •Seasoned working knowledge of the components in cloud/web applications.
  • •Seasoned understanding of network monitoring connectors (e.g., SCOM, SolarWinds) and SNMP traps with MIBs/OIDs.
  • •Seasoned understanding of modifying XML, JSON, and Regular Expressions (RegEx), plus the HTTP/HTTPS request and response cycle.
  • •Working knowledge of ITSM, CMDB, and ITIL business processes, with strong troubleshooting/root-cause isolation skills.
  • •Proficiency with analyzing logs and debugging; ServiceNow experience (ITSM, ITOM, CSM, FSM) is required.
Education:Bachelor's in Information Technology or Computer Science or related field
Skills:Customer serviceTroubleshootingRoot cause isolationCommunicationCollaboration
Certifications:ITIL
Tech Stack:CloudSCOMSolarWindsSNMPMIBsOIDsXMLJSONRegExHTTPHTTPSITSMCMDBITILServiceNowITOMCSMFSMITSM processesEmail infrastructure

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
WebsiteLinkedIn