Your day at NTT DATA
The Network and Services Operations Centre Engineer is a developing engineering role, responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
To thrive in this role, you will need to have:
Key Responsibilities:
- Actively monitor all network infrastructure and clients’ services
- Provide customer support for our wholesale customers and internal customers within agreed SLAs.
- Triggers alerts & broadcasts on network status to technical and support departments within SLA.
- Weekly and Monthly Reporting on the network health of the entire network infrastructure.
- Provide daily shift handover reports while following up on the previous shift handover tasks.
- Communicate network status in case of failure, degradation or over-utilization to all stakeholders.
- Compile and distribute comprehensive reports on network status and events as per request.
- Monitoring all Cooling and power systems of the entire network infrastructure.
- Provide and track access to fiber buildings, collocation sites and data centers to the internal engineers and contractors for support and maintenance
- Provide Proposals for continual service improvement on the network and within the department
- Seek and disburse information on scheduled network maintenance and provide constant updates on network status up until the network is fully restored.
- Monitor and report on 3rd Party Vendors services performance and track the agreed SLAs.
- Conduct quarterly service reviews with all network’s stakeholders and 3rd party vendors for performance management.
Qualifications, Skills and Experience:
- A degree in an IT related discipline.
- CCNA certification.
- 2-3 years experience within an ISP technical environment.
- Experience with network management systems.
- Advanced knowledge in ISP networks and services (designs, protocols, best practices) and Enterprise infrastructure.
- Knowledge of Network infrastructure and operations would be an added advantage.
- Attention to detail and ability to work long hours and under pressure with minimum supervision.
- Excellent fault resolution and analytical skills.
- Excellent interpersonal, communication and reporting skills.
- Self- motivated and a team player.