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NTT America Solutions, Inc. Shift Lead Enterprise Network Operations in Mumbai, India

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?

1.1.2 PRE-REQUISITES

• Hands-on troubleshooting experience in Enterprise LAN/WLAN/WAN environment

• Person with prior experience of supporting global managed network services customers

• Excellent communication skills

• Strong technical subject matter expertise and hands-on on Cisco, Aruba, Meraki, Juniper Platform Network solutions

• Preferred to have beginner and intermediate level certification on Cisco/ /HP/Aruba/Juniper. Added advantage to have certification in switching or wireless.

• Good to have ITIL certification.

• Knowledge of Infoblox, Azure will be added advantage

Working at NTT

1.1.Shift Lead

1.1.1JOB DESCRIPTION

Job Title

Shift Lead

Department

Engineering and Operations

Location

Mumbai

Reporting

Manager

Job Type

Full Time

Shift

Rotational Shift

1.1.2PRE-REQUISITES

  • Hands-on troubleshooting experience in Enterprise LAN/WLAN/WAN environment

  • Person with prior experience of supporting global managed network services customers

  • Excellent communication skills

  • Strong technical subject matter expertise and hands-on on Cisco, Aruba, Meraki, Juniper Platform Network solutions

  • Preferred to have beginner and intermediate level certification on Cisco/ /HP/Aruba/Juniper. Added advantage to have certification in switching or wireless.

  • Good to have ITIL certification.

  • Knowledge of Infoblox, Azure will be added advantage

1.1.3RESPONSIBILITIES

  • Shift lead who have a passion and understanding for providing outstanding customer service. This person will lead the shift of experts who are responsible for handling network/security support, problem management, managing network performance and proactively identifying issues before they become customer affecting.

  • Manage on-going incident queue and ensuring all quality parameters are updated.

  • Responsible for shift management and ensuring that high priority issues gets worked on high priority

  • Responsible for joining and managing Sev-1 incident calls

  • 24*7 Remote Management and Monitoring of Enterprise Networks of Large Global clients that have a distributed LAN, WLAN and WAN setup

  • Drive ticket resolution – work with team and resolve on trouble tickets, handle ticket escalation

  • Creation of Standard Operating Procedure documents

  • Planning and execution of Change Management processes

  • Performance tuning of Network devices and creation of Service Improvement Plans

  • Work with Telecommunication Service Providers to resolve escalated circuit problems to resolution

  • Planning and Perform upgrade of firmware

  • Work with Hardware/Software Vendors to resolve problems

  • Train and Mentor team

  • Interface with customer on calls and lead technical meetings

  • Create Root Cause analysis (RCA) reports as needed

  • Provide technical inputs for weekly/monthly customer service review reports

1.1.4TRAINING AND CERTIFICATION

  • Beginner and intermediate level certification on Cisco (CCNA or higher)/ /Aruba (ACSA or higher)/Juniper (JCNIA or higher). Added advantage to have certification in switching or wireless.

  • ITIL

1.1.5EXPERIENCE

  • Minimum 8+ years of progressive, relevant experience and proven capability to work in a complex network operations environment.

  • Minimum 2+ years relevant experience of shift and team handling.

1.1.6EDUCATION

  • Bachelor in Engineering - Computers/Electronics/Communication or related field

  • Graduate/Post Graduate in Science/Maths/IT or related streams with relevant technology experience

1.1.7OTHER SKILLS

  • Excellent communication skills - written as well as verbal

  • Passion to work on core technology platform

  • ITIL process awareness

What will make you a good fit for the role?

Why Join NTT Global Networks

NTT Global Networks, a business division of NTT Ltd., is a leader in software-defined managed network services for global enterprises focused on providing end-to-end connectivity and unmatched customer support. Our global expertise and network reach include the world’s largest SaaS and Cloud providers. We are a partner of choice for enterprises that require an optimized and purpose-built network solution that empowers their digital transformation efforts, achieving true business outcomes.

We offer the full lifecycle of design, delivery, and ongoing management, with an extensive services suite including:

• Managed SD-WAN helps enterprises optimize their global networks in terms of performance and cost.

• Managed SD-LAN helps enterprises remove the burden of day-to-day management and allows the IT team to focus on the business.

• Managed Secured Gateway and Cloud-based Network Services helps enterprises secure their Internet and Web traffic without investing in technology or infrastructure.

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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