NTT

1 week ago

Networking Managed Services Engineer (L2)

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Last checked: 21 hours agoStatus: Live

Job Summary

Serve as second-line support for medium-complexity incidents and client requests, proactively monitoring, investigating, and resolving networking and infrastructure issues while updating tickets and honoring SLAs. Coordinate with clients and internal teams to restore services quickly, manage shift handovers, and escalate to Centers of Excellence when needed. Support automation efforts, establish monitoring, contribute to change management and ticket audits, and help with disaster recovery tasks as required.

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Proactively monitor client work queues, identify, analyze, log, and resolve incidents and requests of medium complexity in line with SLAs.
•Review client tickets and requests, apply technical expertise for efficient resolution, and update tickets with actions taken.
•Perform shift handovers by highlighting key tickets and upcoming critical tasks; escalate tickets to the right teams when required.
•Collaborate with automation teams to optimize and automate routine tasks; coach Service desk and L1 teams on technical and behavioural skills.
•Establish monitoring for client infrastructure, manage initial client escalations, execute approved maintenance, audit tickets for quality, and support disaster recovery as needed.

Key Requirements

•Proficiency in networking/ security technologies including Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls, plus familiarity with ticketing tools.
•At least one technical certification in the above-mentioned technologies.
•Strong planning skills to anticipate and adapt to changing circumstances.
•Ability to communicate effectively across cultures and practice active listening with client-centric communication.
•Bachelor’s degree (or equivalent IT/Computing qualification) or equivalent work experience.

Education:Bachelor's

Skills:PlanningAdaptabilityCommunicationActive listeningClient-centric communication

Tech Stack:Pulse Secure SSL VPNPalo AltoFortinetCisco NexusSwitchesRoutersFirewallsTicketing toolsAutomationMonitoringChange managementDisaster recovery

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