Platform Support Engineer (L3)

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Platform Support Engineer (L3) is a seasoned subject matter expert who exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers.
The individual will be responsible for the delivery of monitoring services to Standard Bank of South Africa deployed on the NTT monitoring platform.
The individual will be tasked by the CSO, Security and Client teams on a daily basis to ensure that the monitoring service is delivered as per the agreed contract requirements.

What you'll be doing

Key Responsibilities:

• Analyzing historical data to identify and eliminate potential incidents before they occur

• Proactive Problem identification and recording

• Problem investigation and diagnosis

• Perform advanced issue analysis and resolution

• Maintain correct CI database information by client

• QA all inbound and outputs of the MACD and Take-on processes

• Track and close SVR’s logged for all monitoring tasks in the Monitoring call queue

• Interface to the client to verify any new requirement and ensure data integrity on current deployed estate.

• Manage Ci’s in and out of maintenance mode as required by Client

• Submitting change requests to change management as required

• Understand and influence client operating models

Required Experience:

• Critical-thinking and root-cause-analysis skills

• Experience managing and maintaining with Monitoring solutions

• Solid understanding of Data Centre architecture

• A good understanding of cloud connectivity architecture

• A good understanding of perimeter security architecture

• Expert level user of ITSM

• Excellent time management and organizational skills to keep track of multiple problems

• Demonstrate strong interpersonal and communication skills at a senior management level

• Able to manage relationships with peers and managers

• Positive team player attitude

• Seasoned experience providing customer facing technical support.

• Seasoned demonstrated experience providing web development support is highly desirable.

• Seasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM).

• Seasoned working knowledge of the components in cloud/web applications.

• Seasoned understanding network monitoring connectors such as SCOM, SolarWinds etc.

• Seasoned understanding of the HTTP/HTTPS Request and Response Cycle.

• Seasoned understanding of database concepts.

• Seasoned understanding of ITSM, CMDB and ITIL business process

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology or Computer Science or related field.

• Relevant ITIL certification.

• A+ and N+ Certification an advantage

• Networking certifications (CCNA, N+) an advantage

• ITIL certification an advantage

Knowledge and Attributes:

• Seasoned understanding of SNMP traps and MIBs/OIDs.
• Seasoned understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx).
• Excellent troubleshooting/root cause isolation skills.
• Must be proficient with analyzing log files and standard debugging concept.
• Seasoned familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management.
• Seasoned understanding of email infrastructure/protocols.
• Seasoned understanding of Web Services – REST and SOAP and Authentication mechanisms – Single Sign-on, LDAP.
• Must have basic object-oriented programming skills (Java strongly preferred).
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.
• Ability to multi-task and work with high-value customer administrators and developers.
• Should be a team player working efficiently in a collaborative environment.
• Strong personal commitment to quality and customer service.
• Proven ability to maintain a professional demeanor when handling complex user issues.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.