Platform Support Engineer (EMR) - L3

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The Platform Support Engineer operates in a complex environment, providing service to internal end users to ensure that the operational platforms remain functional by proactively identifying, investigating, and resolving technical incidents and problems related to their area of specialisation.
The Platform Support Engineer: L3 plays an essential role in developing ServiceNow as a platform for Service Delivery, focusing on remote infrastructure monitoring modules and integration of third-party tools, specifically in Event Management and the Integration layers within the setup.

What you'll be doing

Key Roles and Responsibilities:

Monitoring and Event Management

They ensure that the platform is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools, and respond to any incidents reported, focusing on investigating and resolving, often working with other teams to achieve this. Where software is a solution component, they will also ensure it is installed and configured according to business requirements.

The EMR  (Enterprise messages routing ) engineer identifies problems and errors proactively or when they occur. The candidate will log all such incidents promptly with the required level of detail and all the necessary information. They liaise with all stakeholders, including end users, vendors, carriers, and NTT Ltd. colleagues, to expedite the diagnosis of errors, incidents, events, and problems and to identify and implement a resolution.  These individuals liaise with vendors to ensure that any further features required in line with business requirements are actioned and implemented.

The Platform Support Engineer performs simple and routine assignments that require good knowledge of the specified support function. They perform various tasks related to, but not limited to, security access and administration and the testing and maintenance of internal systems.

They investigate all line support calls assigned to them and identify the root cause of incidents, events, and problems and drive to resolve them in the times set out by the business. They ensure the efficient and comprehensive resolution of incidents, events, and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership of managing the incident, event, or problem to resolution within the business requirements.

Where necessary, they escalate requests and exceptions to the Platform Support Manager. They provide continuous feedback to internal clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Incident, problem, request, and event management

The candidate will take responsibility for responding to calls, events, problems, and incidents via the Service Now ITSM system. They assist in analysing, assigning, and escalating the support calls when required. They also provide telephonic support / hands-on sessions (MS Teams or another virtual meeting to end users. They are required to identify and resolve the problem, incident, or event, perform root cause analysis on events, problems, and incidents, document the actions required, identify and select the appropriate solutions, and develop a workaround plan. They ensure the implementation of a resolution and recovery, ensuring compliance with the relevant processes and within business requirements.

The candidate will update incidents, problems, requests and events with progress and resolution details and update the required knowledge base accordingly.

Record and capture knowledge in the various levels and systems that are used by the business.

The candidate will be required to complete the investigation and resolve the issues within the time's lines specified by the business to ensure business agreements with customers are met or exceeded.

These individuals track the relevant capacity metrics and provide detailed reports that enable the required increase in capacity in line with business requirements. The Platform Support Engineer is also responsible for producing breach and other reports necessary for the correct operation of processes.

Knowledge, Skills, and Attributes:

• 3+ years of L3 engineer experience.
• Strong written and verbal communication skills
• Ability to manage own time and priority of workloads.
• Experience working across multiple teams for effective implementation.
• Ability to engage with a variety of internal and external stakeholders.
• Solid interpersonal skills and the ability to build solid working relationships.
• Thorough knowledge of identity administration and expertise to solve complex issues.
• Mapping projects involving a variety of enterprise and open-source and native application servers, databases, networks, and operating systems.
• Validate discovery results and troubleshooting as required.
• Assist with Service Mapping Processes and Best Practices.
• Need hands-on experience with scripting using JavaScript.

Requirements:

• Candidates experienced and well-versed in ITSM and IT infrastructure (security, server, and network) will be a great fit.
• Experience DevOps metrology and related technologies
• The candidate will have knowledge and experience of Enterprise Message Routing
• Experience working well on the following systems/applications.
  • Kubernetes
  • Orchestration of Kubernetes and other microservices
  • Argo CD
  • Mongo DB
  • Terraform and Ansible
  • Lens and other common tools used to manage Kubernetes.
  • Apache Kafka – Basic administrator
  • Microsoft Azure Experience
  • Rabit MQ
  • Apache
  • Git

Good to have:

• Experience implementing systems using the Agile/Scrum methodology.
• Good working knowledge of current open-source cloud-native applications
• Good knowledge of Microsoft Azure and it various components
• Good networking knowledge
• Deep understanding of cloud native application and systems including micro services
• Experience with Java / Phyton scripting

Academic Qualifications and Certifications:

• A bachelor's degree in information technology, Computer Science, or equivalent is required.
• Working knowledge of ITIL processes.
• ITIL v4 Foundation or higher certification preferred.
• Any certification / qualification / experience with the application listed under reequipments.

Required Experience:

• Strong ServiceNow troubleshooting and debugging skills.
• Familiar with identity related regulatory and industry compliance requirements across geographies
• Good experience with multiple infrastructure solutions
• Solid experience working in an IT service environment.
• Experience working in a multi-team environment across multiple geographies and time zones

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.