Service Delivery Support Engineer

vor 1 Woche

Karlsfeld, Deutschland NTT DATA, Inc. Vollzeit

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


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
  • 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


Academic Qualifications and Certifications:


  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  • CCNP or equivalent certification
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)


Required Experience:


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

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