Ms Engineer

1 week ago

Jakarta, Indonesia NTT Ltd Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Analyzes, installs, acquires, modifies, and supports operating systems, database, or utilities software. Plans, conducts, and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires, and implements projects for LAN and/or WAN systems.

Plans, designs, acquires, and implements telecommunications voice/wire systems.

At higher job levels, may contribute to the development, testing, evaluation, or design of system or infrastructure architecture used throughout the IT solution set.

**Working at NTT**

Proactively monitors the work queues.
Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
Update tickets with resolution tasks performed
Identify, Investigate, analyze 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 resolution
Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Communicate with other teams and clients for extending support
Execute changes with clear identification of risks and mitigation plans to be captured into the change record
Follow 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
Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
Work with automation teams for effort optimization and automating routine tasks
Coach Service Desk and L1 teams for technical and behavioral skills
Establish monitoring for client infrastructure
Identify problems and errors before they impact a client’s service
Lead and manage 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 approvals
Plan and execute approved maintenance activities
Audit and analyze 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 a reduction in tickets and optimization of effort
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 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:
Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Advantageous Certifications:
Up to date and relevant ITIL certification
At least one mid-Level certification relevant to CoE - Ex - CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
Good to have scripting knowledge such as Python, PERL
Good to have cross-technology skills Ex Windows server L2 along with UNIX or Storage skills.
Cisco Certified Network Professional - Enterprise (CCNP ENT)
Cisco Certified Network Professional - Data Center (CCNP DC)
Cisco ACI
F5 Certified - Administrator
Juniper Certifications
Meraki Certifications
MCSA, MCSE, RHEL, VCP
MS-IIS Server
Citrix Metaframe

ownyourfuture

**What will make you a good fit for the role?**

Standard career level descriptor for job level:

- Seasoned and experienced professional
- Has full understanding of specialisation area
- Resolves wide range of issues in creative ways
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new

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