Job Properties
  • Job Type
    Full-time Position
  • Background
    IT
  • Languages
    English
  • Experience Required
    1 - 2 Years
  • Degree Required
    Bachelor
    • Province
      Barneveld
    • Date Posted
      September 28,2020
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    Sr Networking engineer/ Technical Domain Expert. (Eindhoven area)

    In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

    The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

    Want to be a part of our team?

    The Sr Networking engineer/ Technical Domain Expert (TDE) prime responsibility is to ensure effective performance of his/her assigned domain (SD-WAN) and provide recommendations for improvements where applicable. He or she is an authority with in-depth knowledge of the domain under his or her responsibility.

    The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). The MS Engineer (L4) focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.

    Radford reference:

    “Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set.”

    Working at NTT

    Role and responsibilities:

    • Determine best practice service performance technical KPI’s and measurements.
    • Analyze the network health reports provided by the Central Delivery Organization (“CDO”) and investigate and explain anomalies.
    • Relate anomalies to events, incidents, problems or changes.
    • Provide recommendations to resolve and prevent re-occurrence of anomalies
    • Identify problems and errors in coordination with the support groups and according the specific customer problem management process.
    • Liaise with all (Sr) stakeholders including client IT environments, vendors, carriers and NTT-
      colleagues to expedite diagnosis of errors and problems and to identify a resolution.
    • To manage, control and predict the performance and capacity of operational services. This includes initiating proactive and reactive action to ensure that the performances and capacities of services meet their agreed targets.
    • Generate extended Problem Management reports with recommendations
    • Helps Project teams manage and deploy releases into production.
    • Own Release Management lifecycle which includes scheduling, coordinating and the management of releases across multiple domains.
    • Check installed CMDB for clients and correct deployment in the monitoring environment by validating all relevant devices are part of the different reports
    • Responsible for up to date CMDB information, including As-builds, Process and procedural documentation, Network Diagrams, IP Addressing Data Bases etc.

    Knowledge, Skills and Attributes:

    • Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
    • Deep technical skills in relevant functions
    • Excellent client service orientation and passion for achieving or exceeding expectations
    • Excellent written and verbal communication skills
    • 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

    Academic Qualifications

    • Degree in engineering or equivalent training with professional experience.
    • Knowledge of routing and switching principles (minimum CCNP level)
    • Expert level product knowledge: (minimum 2)
    • ACI/SDN , Dynamic Routing, Datacenter, WSAV, Proxy ), F5, Infoblox. Cisco Networking & Security Portfolio (SD-WAN , LAN, WLAN
    • Optional:
    • SolarWinds
    • Fortinet
    • Splunk
    • knowledge such as Python, PERL etc. - Scripting/Automation
    • ITIL certification
    • WAN Optimization (Riverbed)

    Key Roles and Responsibilities:

    • Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
    • Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA. Timely and consistent updates of tickets with resolution tasks performed
    • Proactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
    • Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem. Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
    • Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business impacting issues
    • Ensure that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
    • Support, track, and document change implementation
    • Timely escalation of all tickets to management with ensuing updates, where applicable
    • Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
    • Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices
    • Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
    • Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams
    • Performs quality audits, covering process, service experience, ticket updates etc as required

    Knowledge, Skills and Attributes:

    • Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
    • Deep technical skills in relevant functions
    • Excellent client service orientation and passion for achieving or exceeding expectations
    • Excellent written and verbal communication skills
    • 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

    Academic Qualifications

    • Advanced degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
    • Preference is a Masters in Computer Science or equivalent

    Certifications:

    • Up to date and relevant ITIL certification
    • At least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
    • Scripting knowledge such as Python, PERL etc
    • Cross technology skills Ex Windows server L4 along with UNIX or Storage skills.
    • Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
    • Cisco Certified Network Associate - Wireless (CCNA-WL)
    • Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
    • Cisco Certified Network Associate - Security (CCNA-SEC)
    • Juniper Certifications
    • Meraki Certifications
    • MCSA, MCSE, RHEL, VCP
    • MS-IIS Server
    • Citrix Metaframe
    • Cisco Certified Network Associate - Data Center (CCNA-DC)
    • Cisco Certified Network Associate - Video (CCNA-VID)
    • Cisco Certified Network Associate - Voice (CCNA-V)
    • CCIE
    • Microsoft Certified Master (or similar)

    Any of the above certifications is a plus. The MS Engineer (L4) is expected to gain certifications relevant to services provided. Certifications carry additional weightage on candidate’s qualification for the role

    Required Experience:

    • Substantial Managed Services experience
    • Excellent knowledge and experience in ticketing tools, preferably Service Now
    • Worked in multiple large Global Enterprise client outsourcing projects
    • Extensive vendor management experience
    • Track record of effective shift left work management skills (moving work to junior levels)
    • In-depth experience and understanding of the IT industry and standards for IT service management
    • Excellent experience in more than one area of expertise
    • Excellent experience across Emerging technology and trends impacting IT operations

    (Soft) Skills and Knowledge

    • Highly proactive and committed.
    • Demonstrates Client focus (Client Experience & Operational Effectiveness)
    • Strong analytical thinking.
    • Responsive to the demand of working in a high pressure and demanding environment
    • Flexibility and willingness to work out of office hours
    • Motivated to integrate into an existing team and share the following values: Proactivity, Teamwork, Professional Excellence, Partnership and Personal Commitment.
    • Motivated to work in a large infrastructure and the opportunity to develop different design perspectives.
    • Knowledge and understanding of IT industry environment and business needs.
    • Ability to work with clients and business teams to create client - orientated solutions and services.
    • Interpersonal skills with the ability to develop and maintain strong stakeholder relationships
    • Excellent communication skills (Dutch/English verbal and written) with the ability to present information clearly and succinctly
    • The ability to recognize opportunities for enhancement and continuous improvement.

    What will make you a good fit for the role?

    Standard career level descriptor for job level:
    • Have broad expertise, uses skills to achieve goals in creative and effective ways
    • Works on significant issues
    • Creates formal networks involving coordination among groups
    • Exercises independent judgment in methods, techniques and evaluation criteria to obtain results
    • May supervise the activities of others
    • Typically requires extensive related experience with a Bachelor’s or equivalent degree; or extensive experience and a Master’s or equivalent degree; or a PhD or equivalent with moderate experience; or equivalent experience

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

    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.

     
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