NTT

4 months ago

Networking Managed Services Engineer (L2)

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Last checked: 4 hours agoStatus: Live

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

Website LinkedIn

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NTT