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Technical Specialist

4.00 to 6.00 Years   Bangalore   30 May, 2020
NTT Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

The role is responsible for providing a professional third-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices.Working at NTTStakeholder engagement

  • Internal: engage with Operations Centre and Centre of Excellence teams, provide and receive instructions, and manage escalation incidents as necessary following agreed procedures. .
  • External: proactively act as third-line technical and consulting support for clients. Will handle escalations and complex issues with clients.
Value Chain Linkage
  • Managed Services Operations Center
  • Managed Services Center of Excellence (CoE)
  • Managed Services Transition
  • Managed Services Cross Functional Services
  • Managed Services Lead
Skills and attributesAvailability Management: Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, to meet or exceed contracted outcomes for a client.Configuration Management: Manages configuration items (CIs) and related information. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate. Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information.Capacity Management: Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to control the demand upon a particular resource or service.Incident Management: Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents through adoption of knowledge articles. Documents and closes resolved incidents according to agreed procedures.Problem Management: Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.Technical Specialism: Maintains an in-depth knowledge of specific specialisms, and provides expert advice regarding their application.Desired Programming/Scripting Skills: Python, PHP, XML, REST API Programming/Scripting (or similar programming/scripting languages)Work experience required
  • 4-6 years work experience
  • 5+ years experience required in Engineering function within a medium to large ICT organisation.
  • Experience of Managed Services
  • Working knowledge of ITIL Processes
  • Experience working with vendors and/or 3rd parties
Major Duties and Responsibilities:
  • Facilitate a vulnerability management program for multiple clients
  • Interpret vulnerability scan results on a regular basis
  • Collaborate with 3rd party remediation groups to plan remediation activity
  • Track the remediation progress of third party remediation groups.
  • Run weekly calls with remediation groups
  • Document , maintain and distribute meeting notes
  • Develop and improve upon program metrics for remediation groups, executive stakeholders and Dimension Data
  • Run program metrices for internal and external stakeholders.
  • Identify the remediation owners for detected vulnerabilities.
  • Open up tickets to remediate identified vulnerabilities with 3rd party remediation groups
  • Asist the Security Engineering group with scheduling and running of vulnerability scans
  • Asist the Consulting Engineering group with high level program updates and presentations
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Keyskills :
troubleshootingsla customer relationscisco ip telephony design knowledge management systemsit projects

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