Key Roles and Responsibilities :Proactively monitors the work queues.Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.Update tickets with resolution tasks performedIdentify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.Capture all required and relevant information for immediate resolutionProvide second level support to all incidents, requests and identify the root cause of incidents and problemsCommunicate with other teams and clients for extending supportExecute changes with clear identification of risks and mitigation plans to be captured into the change recordFollow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shiftEscalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to managementWork with automation teams for effort optimization and automating routine tasksCoach Service Desk and L1 teams for technical and behavioural skillsEstablish monitoring for client infrastructureIdentify problems and errors before they impact a client's serviceLead and manages all initial client escalation for operational issues.Contribute 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 approvalsPlan and execute approved maintenance activitiesAudit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effortKnowledge, Skills and Attributes :Ability to communicate and work across different cultures and social groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyMain Duties / Key AccountabilitiesAccept, manage and update service requests to ensure contracted Service Level Agreements are met.Provide remote technical support within Managed Services' ITIL aligned service delivery processes including Incident Management, Problem Management, Configuration Management, Change Management and Release Management.Automating infrastructure technologies with a modern approach aligned to things such as Infrastructure as Code, Configuration as Code, and DevOps.Maintain existing automation infrastructure used to identify risks in areas such as performance, reliability, capability and scalability.Manage, own and co-ordinate the technical resolution of incidents either remotely or onsite utilising Field Engineering resourcesPlan, coordinate and implement complex network changes within customer specified change windows, adhering to a predefined ITIL change management framework.This will include liaising with the customer, third party suppliers, vendors and partners to ensure minimal disruption to the customer's day-to-day business operations, and the provision of a seamless, coordinated delivery of services.Plan, coordinate and execute release management activities within customer specified change windows, adhering to a predefined ITIL release management framework plan, coordinate and execute configuration management activities within customer specified change windows, adhering to a predefined ITIL configuration management framework plan, coordinate and execute life-cycle management activities within customer specified change windows, adhering to a predefined ITIL life cycle management framework Identify Known Errors and document these within the Known Errors DatabaseWhere necessary, liaise and work with Professional Services Engineers and Solutions Architects around client projects and deploymentsWhere appropriate, use lab equipment and resources to attempt to recreate client incidents and undertake fault simulation activities.Maintain detailed knowledge of the clients' environment(s), where applicable, by maintaining and updating relevant documentation such as Network Diagrams, Configuration Databases along with process and procedural documentation.Provide proactive, constant and clear communication on the status of incident / problem resolution between the client, NTT, and any other third party supplier and vendors.Escalate issues affecting delivery of service to managementUnderstand and manage the requirements of being part of a 24x7 on-call operation, including but not limited to, shift hand-over, operational advice, guidance, support and escalationUnderstand the scope, delivery mechanisms and processes of all relevant Services delivered by Managed ServicesExecution of the Managed Services business plan and strategies relating to EngineeringAcademic Qualifications :Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)Technical Requirements :At least 3-5 years of experience in a technical support environment working with Cisco, Juniper, Checkpoint, Palo Alto, BlueCoat, Zscalar and F5 security products.Cisco CCNP Security certified with good working experience in supporting Cisco ASA, FTD / IPS, ISE, AnyConnect VPN.Good knowledge to support, maintenance and troubleshoot any incident and request on Cisco ASA / Firepower / FTD, Cisco ISE, Juniper SRX in complex enterprise environment.Experience in supporting Web gateway technology from Zscaler ZIA, Symantec bluecoat web gateway.Experience with supporting F5 LTM, ASM, WAF and GTM.Experience in supporting and strong knowledge on VPN technologies from Cisco and Zscaler ZPA,Experience in managing Compliance management tools like Firemon, Skybox, Algosec.Good knowledge of routing and switching protocols.Good command over scripting language like Phyton,php. exposure to Stackstorm.Knowledge or certification of F5 Big-IP LTM, GTM and ASM modules.Has proficiency in Analytics technologies : (ElasticSearch, PowerBI, JSON)DesirableCisco Security and Juniper SRX certification.Knowledge of AlgoSec, Firemom, Skybox.Knowledge on Vulnerability Management and Compliance / Risk Analysis tools like Firemon, Skybox.Prior experience and / or training with regard to the ITIL Services Framework.Experience in supporting Splunk Log search head, running query.Knowledge of Mitre framework.Required Experience :Moderate years of relevant managed services experienceModerate level knowledge in ticketing tools preferably Service NowSkills Summary Cloud Security, Firewalls, Local Area Network (LAN), Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), TCP / IP Networking What will make you a good fit for the role?Remote Type : Equal Opportunity Employer NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category#J-18808-Ljbffr
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