MS Engineer

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?

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

Provides support to customers/users where the product is highly technical or sophisticated in nature.

Working at NTT

The 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 operational
• Perform necessary checks, apply monitoring tools and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analyzing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

Knowledge, Skills, and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Required Experience:

• Demonstrated work experience
• Demonstrated experience required in Engineering function within a medium to large ICT organization
• Demonstrated experience of Managed Services
• Demonstrated working knowledge of ITIL processes
• Demonstrated experience working with vendors and/or 3rd parties

What will make you a good fit for the role?

Responsibilities

• Implement the local and global IP network strategy to enhance all network products.

• Foster connections with members, customers, users, and internal sales team to uncover market requirements and devise plans for product improvement.

• Oversee and revise long and short-term product objectives while continuously adapting the strategy to achieve these goals.

• Establish ambitious targets for each product and collaborate closely with the sales team to attain them.

• Inspire and motivate both the technical and sales teams, sharing the vision and objectives to foster strong collaboration within the team.

• Lead technology teams in defining clear priorities, direction, requirements for epics and user stories, and delivering solutions.

• Collaborate with internal teams to establish metrics and execute projects aimed at enhancing efficiency and improving the customer experience.

• Manage the business by analyzing and optimizing operational and financial performance of value chain activities, and conducting comprehensive business reviews with the executive leadership team.

• Maintain a management dashboard providing an overview of key performance indicators and associated actions.

• Identify competitive and alternative offerings in the market, evaluate their strengths and weaknesses, and devise a winning strategy to outperform the competition.

 

 

Requirements

• Previous experience as a Networking Product Manager or Product Engineer in a networking or related field.

• Profound knowledge and expertise in the latest optical and data center network products and technologies, including DWDM, TCP/IP, L2/L3 protocols, Peering, and more.

• Comprehensive understanding of the technical intricacies behind major IP network services, such as ISP, IP-transit, IX, and Metro connections.

• Established network and relationships within the local providers community, garnering trust and credibility.

• Exceptional verbal and written communication skills, adept in presentations, customer service, business discussions, and negotiations.

• Superior organizational and analytical abilities, coupled with strong technical proficiency, meticulous attention to detail, and self-auditing capabilities.

• The ideal candidate will be highly motivated, proactive, and contribute as a subject matter expert in team projects. They should have familiarity with business challenges or the ability to quickly grasp and understand them.

• Demonstrated ability to consistently deliver high-quality results in a fast-paced, dynamic environment with competing priorities.

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.