About The Role

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Your day at NTT DATA

The Platform Support Engineer (L3) is a seasoned subject matter expert who 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.

Key responsibilities

Provides support to users/administrators of the company platform.
Supports and contributes to the growth of best practices for delivery of support services.
Ensures understanding of company 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.
Performs any other related task as required.

To thrive in this role, you need to have

Seasoned working knowledge of the components in cloud/web applications.
Seasoned understanding network monitoring connectors such as SCOM, Solarwinds etc.
Seasoned understanding of SNMP traps and MIBs/OIDs.
Seasoned understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx).
Seasoned understanding of the HTTP/HTTPS Request and Response Cycle.
Seasoned understanding of database concepts.
Seasoned understanding of ITSM, CMDB and ITIL business process.
Excellent troubleshooting/root cause isolation skills.
Must be proficient with analyzing log files and standard debugging concept.
Seasoned familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management.
Seasoned understanding of email infrastructure/protocols.
Seasoned 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 demeanor when handling complex user issues.

Academic qualifications and certifications

Bachelor’s degree or equivalent in Information Technology or Computer Science or related field.
Relevant ITIL 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).

Workplace type

Hybrid Working

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. Accelerate your career with us. Apply today