- Proactively monitors the work queues
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
- Updates tickets with resolution tasks performed
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
- Captures all required and relevant information for immediate resolution
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
- Communicates with other teams and clients for extending support
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record
- Follows the handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
- Ability to work across various other resolver groups (internal and external) like Service Provider, TAC, etc
- Identifies problems and errors before they impact a client's service
- Manages all initial client escalation or operational issues
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
- Ensures all changes are carried out with proper change approvals
- Plans and executes approved maintenance activities
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
- Produces monthly and ad-hoc reports for datacentre environment
- May also contribute to / support on project work as and when required
- May work on implementing and delivering Disaster Recovery functions and tests
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
- Relevant certifications include:VMware Certified Professional: Data Centre VirtualizationA+ certificationsHP Proliant support certification (advantageous)ITIL certificationPowershell and Javascript (advantageous)Automation and orchestration (advantageous)
- Moderate-level 2 years of relevant managed services experience handling cross-technology infrastructure
- Moderate level knowledge in ticketing tools preferably Service Now
- Moderate level working knowledge of ITIL processes
- Moderate level experience working with vendors and/or 3rd parties
- 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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Data Centre Engineer - Cape Town, South Africa - NTT
Description
JOB DESCRIPTIONNTT 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?
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.
The Data Centre Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Data Centre Engineer (L2) is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity. This role focusses across two or more technology domains - Networking, HP servers, Riverbed appliances and VMware compute virtualization.
This role may also contribute to / support on project work as and when required.
Working at NTT
Key Roles and Responsibilities:
Hewlett Packard ProLiant Servers
Always ensure standardization and best practice is followed and adhered to
Assembling, upgrading, racking, cabling and unracking of servers
Arrange with Cabling, Networking and Storage engineers to have cables or fibres installed
Arrange with Storage engineers to have SAN storage allocated
Assist with Server and Datacentre shut-downs and start-ups
Virtual Servers (VMware)
Always ensure standardization and best practice is followed and adhered to
Clone template Windows and Linux VM servers
Copy of OS ISO images
Deploy OVF\OVA appliance VMs
Assign applicable portgroups to VMs
Allocate IP addresses for servers
Allocating\removing resources on Virtual Machines
Diagnosing issues and performance problems on VMs when they are reported
Diagnose VM backup issues if they arise
Ensure DRS and SDRS is working optimally
Ensure VSAN is working optimally
Upgrading VMware hosts ESXi versions
Upgrading VMware VM virtual hardware
Configuring shared disks between multiple Virtual Machines
Request additional storage for VMware clusters when required
VMware Replication and Site Recovery Manager
Always ensure standardization and best practice is followed and adhered to
Add\remove Virtual Machines to Replication and SRM as required
Provide information on resources and utilization when requested by authorized parties
Report on replicated VMs and Recovery groups
Riverbed Core and SteelFusion
Always ensure standardization and best practice is followed and adhered to
Adding SteelFusion Edges to Cores for Riverbed storage replication
Maintaining list of Riverbed Replicated Virtual Machines for Proxy backups
Running a script to update VM Storage snapshots on Riverbed Proxy
Reporting, diagnosing and remediating replication and Edge to Core connectivity with Networking engineers
Reporting on Riverbed Replication
Logistics
Boxing and shipping of servers and components
Arranging and coordinating with remote onsite resources for remote work needed
Booking and scheduling an engineer and driving tasks to completion for remote physical support, diagnosis, installations/decommissions
Administration
Checking and Reporting on physical server, VMware cluster/host and Virtual Machine utilization and performance
Month-end reporting of tasks performed and cluster capacity and utilization using VMware Operations Manager
Daily morning Reporting and health check on VMware and Riverbed Replication
Daily morning Reporting and health check on vCenter, Cluster, Host, VM, backup health
Keeping Datacentre and server diagrams and lists up to date
Orchestration and Automation (Advantageous)
Identify menial, repetitive, laborious and problematic tasks, that can be automated
Using Javascript on VMware Orchestrator and PowerShell on Windows, create modular workflows to assist with your routines
Academic Qualifications and Certifications:
Required Experience:
#Dimensiondatacareers
Skills Summary
API Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Data Networking, Firewalls, Infrastructure Deployment, IP Routing, Linux, Local Area Network (LAN), Networking Solutions, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP/IP Networking, Troubleshooting, Wireless NetworksWhat will make you a good fit for the role?
Workplace type:
On-site WorkingEqual 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
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means: