Global Change Coordinator
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What you'll do
- Ensure our clients' IT infrastructure and systems remain operational by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.
- Work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).
- Review client requests and tickets, applying your technical expertise to resolve them efficiently and effectively.
- Handle incidents and requests of medium complexity as second-line support.
- Contribute to exciting project work from time to time.
- Proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken.
- Identify, analyse, and log issues before they escalate.
- Communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.
- Highlight key tickets and upcoming critical tasks for the next shift during the shift handover process.
- Escalate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams when needed.
- Collaborate with automation teams to work on optimizing efforts and automating routine tasks.
- Coach Service desk and L1 teams in both technical and behavioural skills.
What they're looking for
- Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools.
- At least one technical certification in the above-mentioned technologies.
- Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
- Adaptability and resilience in a dynamic work environment.
- Ability to communicate and work effectively across different cultures and social groups.
- Proficiency in active listening and client-centric communication.
- A positive outlook and the ability to work well under pressure.
- A client-first attitude, always seeking to create positive client experiences.
- A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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.
As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).
Your day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You'll be the go-to person for second-line support, handling incidents and requests of medium complexity. In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time.
You'll proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken. Identifying, analysing, and logging issues before they escalate will be a key part of your role. You'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.
As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift. When needed, you'll escalate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.
You'll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues. Contributing to the change management process, you'll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality. Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts. You might also support disaster recovery functions and other related tasks as needed.
To thrive in this role, you need to have:
- Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools.
- At least one technical certification in the above-mentioned technologies.
- Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
- Adaptability and resilience in a dynamic work environment.
- Ability to communicate and work effectively across different cultures and social groups.
- Proficiency in active listening and client-centric communication.
- A positive outlook and the ability to work well under pressure.
- A client-first attitude, always seeking to create positive client experiences.
- A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.
Workplace type:
On-site WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in R&D.
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.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
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