L2 Field Services Engineer

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Your day at NTT DATA
The Field Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their infrastructure remains operational through proactively monitoring, identifying, investigating, and resolving incidents, service requests, and alerts.
The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
This role focuses on second-line support for incidents and requests with a medium level of complexity to ensure the smooth operation and optimization of clients' infrastructure and services.
This role may also contribute to/support project work as and when required.
What you'll be doing
Key Roles and Responsibilities:
Proactively monitor 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, and 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
Provide second-level support onboard clients' ships, including sailings on a rotating roster
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
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 changes, including patching and any other changes to Configuration Items
Ensure 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 recommend 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
May also contribute to/support project work as and when required
May work on implementing and delivering Disaster Recovery functions and tests
Knowledge, Skills and Attributes:
Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, taking 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 necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
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 and Certifications:
Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)
Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
Relevant certifications such as: Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, Veeam Certified Engineer, VMware Certified Professional: Data Centre Virtualization, Zerto, Pure, VxRail, Google Cloud Platform (GCP), Oracle Cloud Infrastructure (OCI)
Required Experience:
Moderate years of relevant managed services experience
Moderate level knowledge in ticketing tools, preferably JIRA
Moderate-level experience managing platforms including a combination of the following: Windows Server Administration, Virtualization Administration, Server Hardware, and Storage Administration
Moderate level knowledge of management agents, redundancy concepts, and products within the supported technical domain
Workplace type: On-site 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.
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