Job Vacancies at NTT Ltd.

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• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
• Provides support to customers/users where the product is highly technical or sophisticated in nature.

Working at NTT

• The MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions .The MS Engineer s responsible for managing tickets of low to high complexity.

Key Roles and Responsibilities:

• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
• Perform necessary checks, apply monitoring tools and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analyzing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

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

Academic Qualifications

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Required Experience:

• Demonstrated work experience
• Demonstrated experience required in Engineering function within a medium to large ICT organization
• Demonstrated experience of Managed Services
• Demonstrated working knowledge of ITIL processes
• Demonstrated experience working with vendors and/or 3rd parties

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Want to be a part of our team?

• Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

Working at NTT

• The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients. They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.  

Key Role and Responsibilities:

• Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forums
• Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members
• Assist with resource planning and deployment according to the requirements of the service contract
• Responsible for planning and executing the delivery of services that NTT is contractually bound to deliver in terms of the contracts held by clients
• Work with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clients
• Assist with the provision of quotations and accurate pricing for services required by the client
• Participate in the negotiation of service level agreements and the details of the contract
• Ensure the management of incidents and problems and respond to escalated queries
• Manage calls logged to ensure effective and timeous resolution
• Conduct regular feedback sessions with the client to report on contract performance and contract activities
• Conduct regular vendor meetings using measurable criteria to report and manage vendor performance
• Compile and maintain accurate documentation on vendor processes and procedures and incorporate these into the NTT processes to ensure seamless and efficient service delivery to the client
• Understands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilities
• Setup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contract
• Contribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contract
• Ensure the compilation and distribution of the relevant service delivery and operations reports to the relevant forums
• Analyse metrics and report on contract performance
• Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery

Knowledge, skills and attributes:

• Display strong orientation towards ensuring client satisfaction and service delivery
• Reliable and are able to produce a high quality of work
• Excellent verbal and written communication skills and are able to engage across all levels in the business
• Ability to effectively manage work processes and proactively manage situation to achieve the desired outcomes
• Good people management and leadership skillsv
• Proven ability to build, manage and foster a team-oriented environment 
• Proven ability to work creatively and analytically in a problem-solving environment 
• Ability to quickly become proficient in client processes and related systems 
• Demonstrated strong ability to analyze, design and improve business processes 

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in a related field
• ITIL qualification and other technical certifications preferred

Experience required:

• Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services. 
• Demonstrated experience in managed services and service delivery environment including technical and service management exposure. 
• Demonstrated experience in developing establishing processes and enforcing adherence to processes policies 
• Outsourcing operations experience 
• Customer Support Operations experience 

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Working at NTT

• The primary responsibility of the Software Applications Development Engineer is to develop new applications and improve upon existing ones that will our client and business needs.

Key Roles and Responsibilities:

• Develop applications that effectively accomplish client objectives and user needs.
• Design and write code for applications and maintain applications databases.
• Analyze and edit existing software applications to improve and optimize functionality, fix problems, and enable their use on new hardware platforms.
• Remodel and adapt applications as needed to optimize performance.
• Identify specific customer and client needs and preferences related to the application.
• Test applications extensively to ensure they are error and bug-free.
• Install applications and act as technical advisor.
• Communicate with relevant internal technical stakeholders to obtain information on project limitations, performance requirements, and interfaces.
• Consult with clients in the design phase to determine client needs.
• Produce software documentation following company software process and templates.
• Participates in software product review meetings and team meetings.

Knowledge, Skills, and Attributes:

• Broad understanding of computer science, with specific knowledge of computer programming, application design, and user-focused features
• Creative problem solvers
• Good interpersonal, communication, and organizational skills
• Good team players and maintain the integrity and display good attention to detail
• Ability to understand and analyze complex systems
• Proficient in writing software using the Java Programming Language and a standard object library
• Sound knowledge of software development process
• Familiarity with agile development such as Scrum
• Knowledge of software integrated development environments
• Extensive knowledge in various programming languages (Java, Perl, Python, C++, etc.)
• Demonstrated analytical, organizational, and project management skills, using relevant information to make timely and critical decisions that affect cross-functional teams
• Ability to handle client and customer issues tactfully and professionally

Academic Qualifications and Certifications:

• Bachelor's degree in computer science or software engineering
• Relevant certifications

Required Experience:

• Software Applications Engineering, Software Development experience, or related work experience
• Experience with Programming Languages such as C, C++, Java, Python, etc.
• Experienced with Linux or Unix and Windows operating systems
• Experience working with SQL
• Project management experience and/or experience working in an Agile environment