JOB DESCRIPTION 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 is responsible for providing a professional remote & onsite (as needed) technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.Working at NTTKey Roles and Responsibilities:Manage day to day activities on VMWare esxi management and VMWare VCF (vSphere, VSAN, NSX-T)Provide Level 2 & Level 3 troubleshooting support for Service Desk operationsAssist in providing product, solution assessment and/or validation as part of change management processProvide proactive support on overall VMware architectureAssist in capacity planning on VMWare infrastructureProvide assistance (if needed) to project & implementation teamMaintains the support process and ensures that requests for support are handled according to the proceduresIdentify and resolve problems following agreed proceduresCarry out agreed maintenance tasksEnsures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when requiredPerform defined tasks to monitor service delivery against service level agreements and maintains records of relevant informationPrioritise and diagnose incidents according to agreed proceduresInvestigate causes of incidents and seeks resolutionEscalate unresolved incidents and follow up until incident is resolvedProvide service recovery, following resolution of incidentsDocument and close resolved incidents according to agreed proceduresMaintain secure, accurate, complete, and current configuration on configuration items (CIs)Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate useRemotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measuresMaintain knowledge of specific specialisms, provides detailed advice regarding their applicationEnsure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team membersProvide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by NTT standard operating procedures.Cooperate with all stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolutionCreation of knowledge articles in incident diagnosis/resolution and assist with updating as and when requiredUpgrade skills and enhance knowledge on latest products and technologies and complete required CertificationQualification, Certification , Knowledge, Skills and Attributes:VMWare VCF certified (VMware Certified Professional and/or VMware Certified Advanced Professional)Strong VMWare product knowledge - (vSphere, VSAN, NSX-T)Experience in design, implementation and supporting large VMWare environmentWorking knowledge of technical documentationKnowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domainKnowledge of vendor technologiesCustomer service orientated and pro-active thinkingProblem solver who is highly driven and self-organisedGreat attention to detailGood analytical and logical thinkingExcellent spoken and written communication skillsTeam play with the ability to work well with others and in group with colleagues and stakeholdersRequired Experience:Min 5 years experience in implementing and supporting VMWare technologiesStrong experience in vSphere, VSan & NSX-TExperience working in BFSI industry would be an added advantageSkills SummaryCloud Computing, Computer Coding, Continual Improvement Process, Data Analysis, Data Center Technologies, Scripting, TroubleshootingWorkplace type: Hybrid WorkingEqual Opportunity EmployerNTT 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 categoryJoin 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.
