NTT

4 months ago

Senior MS Engineer - ACI

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Last checked: 20 hours agoStatus: Live

Job Summary

Serve as a Networking Managed Services Engineer (L2), monitoring and resolving client incidents and requests of medium complexity. Review tickets, investigate and troubleshoot issues, and restore services in line with SLAs. Drive queue monitoring, ticket updates, change-request logging, and quality audits, while escalating to Centres of Excellence when needed. Support initial client escalations, help automate routine work with automation teams, and coach L1/service desk teams in technical and behavioral skills.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Monitor work queues, execute operational tasks, and update client tickets with actions taken.
•Proactively identify, analyze, and log issues before they escalate, and resolve incidents/requests of medium complexity.
•Coordinate with clients and internal teams to restore services quickly and support changes with risk identification and mitigation plans.
•Support shift handover by highlighting key tickets and critical upcoming tasks; escalate when needed to Centres of Excellence (CoE) and other teams.
•Contribute to change management by logging change requests, executing approved maintenance, auditing ticket quality, and supporting automation/trend analysis; assist with disaster recovery as needed.

Key Requirements

•At least one technical certification in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls.
•Proficiency in Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls, with familiarity with ticketing tools.
•Strong planning skills to anticipate and adapt to changing circumstances.
•Ability to communicate and work effectively across different cultures and social groups.
•Bachelor’s degree or equivalent qualification in IT/Computing, or equivalent work experience.

Education:Bachelor's in IT/Computing

Skills:PlanningAdaptabilityCommunicationActive listeningClient-centric communication

Tech Stack:Pulse Secure SSL VPNPalo AltoFortinetCisco NexusSwitchesRoutersFirewallsTicketing toolsAutomationMonitoringService level agreements (SLAs)Change managementDisaster recoveryCentres of Excellence (CoE)

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