Senior Network Engineer DC Campus Security

Your day at NTT DATA The Senior Network Engineer (L3) is responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducting advanced and complicated tasks, and providing resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions. This role may also contribute to / support on project work as and when required. What you'll be doing Key Roles and Responsibilities: • Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational • Performs necessary checks, apply monitoring tools and respond to alerts • Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail • Assists in analyzing, assigning, and escalating support calls • Investigates third line support calls assigned and identify the root cause of incidents and problems • Reports and escalates issues to 3rd party vendors if necessary • Provides onsite technical support to clients and provide field engineering services to clients • Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality • Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT • Proactively identifies opportunities for work optimization including opportunities for automation of work • May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines • May work on implementing and delivering Disaster Recovery functions and tests