Job Opportunities at NTT Ltd.

Your day at NTT DATA

• The Network Engineer (L2) - SDWAN is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity.

This role may also contribute to / support on project work as and when required.

What you'll be doing

Key Roles and Responsibilities:

• Proactively monitors the work queues
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Works with automation teams for effort optimization and automating routine tasks
• Coaches Service Desk and L1 teams for technical and behavioral skills
• Establishes monitoring for client infrastructure
• Identifies problems and errors before they impact a client’s service
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
• Ensures all changes are carried out with proper change approvals
• Plans and executes approved maintenance activities
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
• May also contribute to / support on project work as and when required
• May work on implementing and delivering Disaster Recovery functions and tests

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• 4 - 6 years working as a SDWAN Engineer.
• CCNA, CCNP or equivalent certification
• NSC Certification 4 and 5 is a must
• NSC Certification 6 and 7 would be advantageous
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
• Additional skills proficiency such as:
• Pulse Secure SSL VPN / Virtual Juniper, Palo Alto,
• Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers /
• Cisco ACS, ISE / Meraki switches and access points /
• Enterprise network architecture /
• Common routing protocols: BGP,OSPF, EIGRP / Network address translation.
• Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits /
• Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor

Required Experience:

• Moderate years of relevant managed services experience
• Moderate level knowledge in ticketing tools preferably Service Now

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
   

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Your day at NTT DATA

• The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLA). The Managed Service (MS) – Security Support Engineer focuses on second-line support for incidents and requests with a medium-to-high level of complexity.

What you'll be doing

Key Responsibilities:

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
• Identifies problems and errors before they impact a client’s service.
• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.
• Required to be on standby.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• MPLS working experience is a must.
• Fortinet FCA certification in must.
• Zscaler ZCCA-IA certification is good to have.
• Fortinet FCA, FCP and Cisco CCNA certification is good to have.
• Certifications relevant to services supported. Certifications carry additional weightage on the candidate’s qualification for the role.

Required Experience:

• Moderate level of relevant managed services experience handling Security Infrastructure.
• Moderate level of knowledge in ticketing tools preferably Service Now.
• Moderate level of working knowledge of ITIL processes.
• Moderate level of experience working with vendors and/or 3rd parties.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positiv

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Your day at NTT DATA

• The System Integrator at ICS is in charge of designing, coding, testing, and analyzing software programs and applications and reports to the Senior Manager of Solutions Delivery. Throughout the production lifetime, this entails investigating, designing, documenting, and revising software specifications. The software developer will also promptly and accurately identify and fix any software faults, and when necessary, provide status updates. They design, create, and test programs using a variety of programming languages and development tools. They are also in charge of maintaining and enhancing current software systems.

What you'll be doing

Key Responsibilities:

• Help other developers, analysts, and designers come up with ideas for and create new software applications.
• Schedule the various stages of the software development life cycle (SDLC).
• Help with the creation and documenting of software specs and needs.
• Examine and record the needs of software users.
• Perform research on new languages, standards, and software for application
• Development to aid with development and procurement initiatives.
• Suggest, plan, and carry out software upgrades and improvements.
• Consistently create, translate, and code software applications and programs in accordance with requirements.
• Conduct and track software performance tests on both new and current programs to identify problem areas, fix mistakes, and do general debugging.
• Conduct in-depth analyses of test results and provide recommendations for fixing issues.
• Create data and draft reports on the state of the programming process for management and/or team members.
• Participate in the creation and upkeep of user guides and manuals.
• Create programming scripts as needed to improve the operation, interoperability and/or aesthetics of the business applications.
• To aid in the development and procurement processes, conduct research on new application development software packages, languages, and standards.
• Make suggestions for, plan, and carry out software upgrades.

Knowledge and Attributes:

• Minimum of 4 years of experience directly related to Systems Integration
• Working technical knowledge of programming languages, including:
• Experience working with enterprise applications
• Experience working with mobile app development
• Hands-on experience working in integrated development environments
• Extensive experience with Windows operating systems.
• Extensive experience with SQL databases
• Solid working knowledge of current Internet technologies.
• Hands-on software troubleshooting experience.
• Knowledge of applicable data privacy practices and laws
• C#
• Asp.net core
• MVC
• CSS
• Bootstrap
• XML
• HTML5
• Entity Framework
• Link
• SSRS
• JQuery
• JavaScript
• MS SQL/Oracle
• Web Service/Windows communication Foundation/API
• Azure DevOps (advantage)
• Git (advantage)
• Agile (advantage)
• AngularJS (advantage)
• Python (advantage)

Academic Qualifications and Certifications:

• Matric and a tertiary qualification in Information Systems, Computer Science, or equivalent; (NQF level 7)
• Microsoft Certified Technology Specialist
• Microsoft Certified Professional Developer

Required Experience:

• Responsible for IPT Voice and Analog Gateways, maintenance, upgrades, refresh, troubleshooting, etc.
• Responsible for technical support of the Organizations Cisco Unified Collaboration related technologies. Updating of as-built documentation of infrastructure and work instructions
• Generation and activation of security certificates for the relevant Cisco products as per vendor best practice
• Identification of any potential risks prior, during and after implementation of solutions
• On time Certification of relevant products supported.
• Knowledge share, coaching and mentoring of L1-L2 engineers on a regular basis.
• Drafting and sharing of best practice documents
• Strong verbal and written communication skills
• Presentation skills
• The ability to work overtime when required
• The ability to work outside of South Africa for short periods of time when required