Job Opportunities at NTT Ltd.

What you'll be doing

• The Security Product Manager is responsible for managing the lifecycle of a product or service within Dimension Data.
• They bring the knowledge of a product or service to the required crafting of a technical solution(s) in support of Dimension Data/NTT clients. They have a strong understanding of the organization thereby ensuring that their crafted solution(s) meet client requirements.
• This role is responsible for effectively promoting and positioning our security product and / or services in the market. The Security Product Manager is required to identify new commercially viable products or services, as well as any opportunities for the enhancement of existing products or services.
• By monitoring the legislative, regulatory environment and shareholder requirements, the Security Product Manager can provide insights and impact assessments to the organization and ensure full compliance.

Key Role and Responsibilities:

• Engage with Engineers, Consultants, Technical Architects and Solution Architects to ensure that the crafted solution meets client requirements.
• Achieve set and agreed product sales to meet specified financial goals.
• Develop and deliver product training to client facing staff.
• Influences and guides the Sales team to ensure that they are equipped to close deals that involve their products and services.
• Engage with and offer support to internal and external stakeholders to ensure the project’s success.
• Analyze product data to establish trends and insights using internal and external sources.
• Facilitate the conversion of knowledge and ideas into new or improved products, processes, and services.
• Research and interpret competitor offerings and market trends against NTT client base with a strong data analysis focus.
• Review of product profitability
• Determines the appropriateness of pricing of existing and new investments strategies in line with projected value, competitor offerings and market trends.
• Product design and modelling/testing new and existing solutions.
• Draft and maintain product specifications documents.
• Evaluate market trends associated with the product of product line.
• Work closely with product vendors
• Work closely with Engineers, Consultants and Project Managers during the initiation stage of a project to ensure its success.
• Provide product knowledge input assistance for compiling client proposals.
• Write RFI/RFP responses and bids and obtain vendor product certification for the product portfolio.
• Recommend product enhancements and updates to identify new business opportunities.
• Involvement in product development life cycle to understand how new products or new product features will impact both the end user and the client facing areas that directly support end users.

Knowledge, skills, and attributes:

• Proven technical expertise and extensive security industry experience.
• Enthusiastic about the technology and security industry
• Sound analytical skills and proficient with analysis of large data sets
• Investigative nature to unpack complicated problems.
• Initiative-taking and able to use initiative.
• Evidence of being able to work collaboratively.
• Ability to structure complex information, plan, prioritize, delegate tasks, and focus on deliverables.
• Highly proficient in MS Excel and skills in programming
• Ability to drive teammates with various background and level of seniority, and geographically distributed.
• Comprehensive knowledge of product management and service development life cycles
• Expert knowledge on relevant legislative amendments industry best practices and provision of initiative-taking advice and solutions to relevant stakeholders
• Knowledge of sales strategies and concepts

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology, network engineering and/or cyber security
• CISSP, CCSP, CISM and/or other security certifications
• OEM certifications for relevant security technologies

Experience required:

• 7 years’ experience in the Security industry
• Demonstrable experience in a similar position
• Strong comprehension of and experience in network, cloud, application, and endpoint security solutions
• Experience with the products / solutions from the top security vendors
• Relevant experience in the technology industry
• Demonstrable history of involvement in design and implementing new products or product lines.
• Information Technology sales and/or pre-sales experience
   

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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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What you'll be doing

Key Responsibilities:

Strategic Advisor

• Act as the Technical Strategic Advisor to key accounts as assigned.
• Help to lead the translation of customer business objectives to match industry technical standards.
• Work with customers to develop strategic milestones for their organization by partnering with their leadership team.

Trusted Partner

• Own, manage and cultivate the technical relationship with key stakeholders (CIO, CTO, CISO, etc.) developing a strong sense of partnership between NTT and the client.
• Assist the customer with eliminating their technical debt.

Technical Expert

• Provide overarching technical guidance to accounts while remaining in line with NTT and industry best practices.
• Willing to grow your technical areas of expertise while remaining relevant on best practices and their associated technologies.
• Capable of having deep-dive technical conversations with customers discussing complex topics related to their Cloud Transformation Journey.  
• Demonstrate the ability to analyze enterprise environments and articulate that analysis to audiences of varying backgrounds (technical and non-technical).
• Assist as the technical lead for Disaster Recovery planning and yearly tests.

Post Delivery Sales

• Identify opportunities for new revenue with existing accounts by collaborating with Solution Architects, Account Managers and Service Delivery Teams. 

Industry Experience:

• 7-10 yrs. experience as a Strategic/Enterprise Architect (Managed Service Provider experience preferred) or an equivalent combination of responsibilities in other roles. 

Technology experience:

• 5 yrs. experience working with Cloud Technologies (Public/Private) with a combination of design, implementation, and administration.
• 5 yrs. experience with Microsoft and/or Linux Operating Systems.
• 5 yrs. experience with Networking Technologies
• 5 yrs. experience with virtualization technologies (VMware, Zerto/SRM) 
• 5 yrs. experience with enterprise storage technologies (EMC/NetApp/Pure, etc.) 

Knowledge and Attributes:

• Solid client engagement skills coupled solid technical consulting aptitude.
• Seasoned understanding of the vendor’s products business and technology positioning.
• Ability to collaborate and communicate effectively with team members, contributing to their success
• Broad product knowledge integrated with technology understanding.
• Seasoned knowledge of cloud architecture patterns, including microservices, serverless computing, containers, and hybrid cloud deployments.
• Seasoned proficiency in cloud infrastructure technologies, such as virtual machines, storage solutions, networking, and load balancing.
• In-depth understanding of cloud security principles, including identity and access management, encryption, and compliance frameworks.
• Familiarity with IaC tools and frameworks such as Terraform, AWS CloudFormation, Azure Resource Manager, or Google Cloud Deployment Manager.
• Understanding cloud design patterns, microservices, serverless computing, containers, and hybrid cloud deployments.
• Deep knowledge such as Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or other providers, understanding the specific services offered by each platform, including compute, storage, databases, networking, and security.
• Understanding of cloud networking concepts, including virtual networks, subnets, routing, load balancing, and firewall configurations.
• Knowledge of VPNs, VPC peering, and hybrid connectivity options between on-premises and cloud environments.
• Knowledge of identity and access management (IAM), encryption, data protection, secure network configurations, and compliance frameworks such as GDPR, HIPAA, or PCI-DSS.
• Proficiency in cloud storage solutions such as Amazon S3, Azure Blob Storage, or Google Cloud Storage.
• Understanding of different database options including relational databases (e.g., Amazon RDS, Azure SQL Database) and NoSQL databases (e.g., Amazon DynamoDB, Azure Cosmos DB).
• Knowledge of cloud monitoring and management tools such as AWS CloudWatch, Azure Monitor, or Google Cloud Monitoring.
• Familiarity with DevOps principles and practices, including continuous integration and continuous deployment (CI/CD).
• Knowledge of integration technologies such as API gateways, messaging queues, and ETL (Extract, Transform, Load) processes Basic understanding of key vendor subscription models such as Cisco EA 3.0.

Academic Qualifications and Certifications:

• Bachelor's degree in information technology, computer science or information systems or a related field.
• Certification and working knowledge of Enterprise Architecture methodologies (for example, TOGAF, Zachman, SOA, ITIL, COBIT, etc.).
• Relevant cloud certifications such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect or Google Cloud Certified - Professional Cloud Architect.
• SAFe Scaled Agile certification advantageous.

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What you'll be doing

Key Responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escalate an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

Knowledge and Attributes:

• Ambitious self-starter who is passionate about IT.
• Solid expertise at using sound judgment to escalate an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic Qualifications and Certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• 1-2 years experience in Service Desk (Catching and Dispatching) or similar role.
• ITIL v4 foundation certification and knowledge is preferable.
• A+
• N+
• Knowledge of Network and Security technologies.
• Client engagement experience
• AZ-900
• MS-900
• AI-900

Required Experience:

• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

go to method of application »

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 positive client experience throughout the total client journey.