**Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** MS 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 MS Engineer (L2) are able to restore service to clients. heir primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity. Radford reference: "Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set." **Key Roles and Responsibilities:** + Proactively monitors the work queues. + Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA. + Update tickets with resolution tasks performed + Identify, Investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution + Provide second level support to all incidents, requests and identify the root cause of incidents and problems + Communicate with other teams and clients for extending support + Execute changes with clear identification of risks and mitigation plans to be captured into the change record + Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management + Work with automation teams for effort optimization and automating routine tasks + Coach Service Desk and L1 teams for technical and behavioral skills + Identify problems and errors before they impact a client’s service + Lead and manages all initial client escalation for operational issues. + Contribute 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 + Plan and execute approved maintenance activities + Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles. + Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort **Knowledge, Skills and Attributes:** + Ability to communicate and work across different cultures and social groups + Ability to plans activities and projects well in advance, and takes into account possible changing circumstances + Ability to maintain a positive outlook at work + Ability to work well in a pressurized environment + Ability to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting + Ability to adapt to changing circumstances + Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey **Additional Notes:** + You Must be NZ Resident or Citizen to apply for this role + You Must have a valid Full NZ Drivers License + Domestic traveling will be required **Workplace type** **:** On-site Working **About NTT DATA** NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. **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. Join our growing global team and accelerate your career with us. Apply today.