NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The role of Platform Support Engineer (L3) exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers. The incumbent within the role is knowledgeable about IT Service Management, has solid experience with various technologies.

Working at NTT

Key Roles and Responsibilities:

  • Provides support to users/administrators of the NTT platform
  • Supports and contributes to the growth of best practices for delivery of support services
  • understanding of NTT 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

Knowledge, Skills and Attributes:

  • Solid working knowledge of the components in cloud/web applications
  • understanding network monitoring connectors such as SCOM, Solarwinds etc.
  • understanding of SNMP traps and MIBs/OIDs
  • Ability to understand and modify basic XML, JSON, Regular Expressions (RegEx)
  • Strong understanding of the HTTP/HTTPS Request and Response Cycle
  • Good understanding of database concepts
  • A fundamental understanding of ITSM, CMDB and ITIL business process
  • Strong troubleshooting/root cause isolation skills
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Must be proficient with analysing log files and standard debugging concept
  • Familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management
  • Solid understanding of email infrastructure/protocols
  • Seasoned, experienced professional; has complete knowledge and understanding of area of specialization
  • Uses evaluation, judgment, and interpretation to select right course of action
  • Solid 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 demeanour when handling complex user issues

Academic Qualifications and Certifications:

  • Bachelor’s degree or equivalent in Information Technology/Computer Science or related
  • ITIL v3 certification

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)

Skills Summary

Communication, Customer Service, Knowledge Management, System Administration, Technical Problem-Solving, Ticket Management, Troubleshooting

What will make you a good fit for the role?

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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