Networking Managed Services Engineer (L2)

NTT
Mumbai
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Active listening","Client-centric communication","Planning","Adaptability"]

Maintain operational integrity of client IT infrastructure by monitoring, investigating, and resolving medium-complexity incidents and requests. Serve as second-line support, reviewing tickets, executing operational tasks, and updating actions while preventing issues from escalating. Lead initial client escalations, support change management, and audit ticket quality. Collaborate with internal teams and automation efforts, including coaching L1 and Service Desk teams and contributing to trend analysis for automation opportunities.

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FursaFursa
NTT
NTT
6 months ago

Networking Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Maintain operational integrity of client IT infrastructure by monitoring, investigating, and resolving medium-complexity incidents and requests. Serve as second-line support, reviewing tickets, executing operational tasks, and updating actions while preventing issues from escalating. Lead initial client escalations, support change management, and audit ticket quality. Collaborate with internal teams and automation efforts, including coaching L1 and Service Desk teams and contributing to trend analysis for automation opportunities.
Location: Mumbai
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Proactively monitor client work queues, review tickets/requests, and ensure timely resolution of medium-complexity incidents and problems.
  • •Investigate, identify, log, and resolve technical issues while updating tickets with actions taken and preventing escalation.
  • •Handle second-line support, execute operational tasks, and communicate with clients and internal teams to restore services according to SLAs.
  • •Support shift handovers and manage initial client escalations; escalate to Centres of Excellence (CoE) when needed.
  • •Contribute to change management by logging change requests, performing approved maintenance, auditing ticket quality, and supporting automation and trend analysis.

Key Requirements

  • •Proficiency with networking technologies including Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls.
  • •At least one technical certification in the networking technologies listed.
  • •Ability to plan effectively, anticipate issues, and adapt to changing circumstances.
  • •Strong communication skills including active listening and client-centric communication across cultures.
  • •Bachelor’s degree in IT/Computing or equivalent qualification/experience.
Education:Bachelor's in IT/Computing
Skills:CommunicationActive listeningClient-centric communicationPlanningAdaptability
Tech Stack:Pulse Secure SSL VPNPalo AltoFortinetCisco NexusSwitchesRoutersFirewallsTicketing tools

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