Platform Support Engineer (L3)

at  NTT Data

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.

REQUIRED EXPERIENCE:

• 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.

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

KEY RESPONSIBILITIES:

• Provides support to users/administrators of the company platform.
• Supports and contributes to the growth of best practices for delivery of support services.
• Ensures understanding of company platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.
• Engages with the cross functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
• Mentors less experienced team members in the various technologies.
• Performs any other related task as required.