MS Engineer

Job Description

Working at NTTThe MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions .The MS Engineer s responsible for managing tickets of low to high complexity.Key Roles and Responsibilities:Ensure that assigned infrastructure at the client site is configured, installed, tested, and operationalPerform necessary checks, apply monitoring tools and respond to alertsIdentify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detailAssist in analyzing, assigning, and escalating support callsInvestigate third line support calls assigned and identify the root cause of incidents and problemsReport and escalate issues to 3rd party vendors if necessaryProvide onsite technical support to clients and provide field engineering services to clientsConduct a monthly random review of incidents and service requests, analyze and recommend improvement in qualityProvide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTTProactively identify opportunities for work optimization including opportunities for automation of workKnowledge, Skills, and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic QualificationsAdvanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Required Experience:Demonstrated work experienceDemonstrated experience required in Engineering function within a medium to large ICT organizationDemonstrated experience of Managed ServicesDemonstrated working knowledge of ITIL processesDemonstrated experience working with vendors and/or 3rd partiesWhat will make you a good fit for the role Deployment:Install backend/controller server software stack, including their direct and indirect dependencies (the Software)Configure the SoftwareKeep the Software and their configuration up to date, e.g. by applying operating system and application software patchesRemove and purge software and their configuration which are no longer neededManage infrastructure for multiple deployments.Deploy and manage large scale deployments across multiple regions/networks.Support and Troubleshooting:Respond to alerts raised by the monitoring system and delivered to their attention by the paging system;Troubleshoot and mitigate problems arising in the operation of the Software, both by following relevant runbooks and by explorative investigation, e.g. for new problems yet to be formalized in the runbook;Contribute the result of explorative troubleshooting and mitigation back to the operational runbook;Leave audit trail of every task they perform into relevant information stores (trouble tickets, wiki pages).Working on Escalated/P1 issues and providing solution abiding the SLA.Ensuring that the change requests are implemented within defined timelinesCreation and maintenance of knowledge base.Technical SkillsAdvance Linux OS installation, configuration and troubleshootingExperience in cloud IaaS/PaaS such as AWS and AzureAbility to diagnose previously unknown problems by examining software logs, finding clues and leads.Ability to mitigate active system problems by understanding their nature and devising/implementing mitigative steps.Working knowledge of DVCS (Git)Shell Scripting knowledge (GNU bash, Python, Ruby and Perl)Understanding of OS, kernel, and application performance would be required.Hands-on experience of Linux networking / security including IPTABLES, TCPWRAPPERS and SELINUXExperience in DevOps activities such as continuous integration/deployment (CI/CD) and their tools such as Ansible, Docker, and Jenkins-CI.Expertise in Logical volume manager and file system managementBasic knowledge on networking protocols such as BGP, OSPF, SSL VPN, DNS and DHCPManagement of different revisions of software and vendor extensionsExperience in Database Management would be preferredStrong technical documentation skills, including maintenance and expansion of operational runbooks.,

Keyskills :
ms officequalityinformation technologyms engineerinstalled