Observability Engineer

Key Roles and Responsibilities:Provides support to users/administrators of the NTT platformSupports and contributes to the growth of best practices for delivery of support servicesunderstanding of NTT platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situationsActs as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervisionEngages with the cross functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolutionMentors less experienced team members in the various technologiesKnowledge, Skills and Attributes:Solid working knowledge of the components in cloud/web applicationsunderstanding network monitoring connectors such as SCOM, Solarwinds etc.understanding of SNMP traps and MIBs/OIDsAbility to understand and modify basic XML, JSON, Regular Expressions (RegEx)Strong understanding of the HTTP/HTTPS Request and Response CycleGood understanding of database conceptsA fundamental understanding of ITSM, CMDB and ITIL business processStrong troubleshooting/root cause isolation skillsDemonstrated creative problem-solving approach and strong analytical skillsMust be proficient with analysing log files and standard debugging conceptFamiliarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation managementSolid understanding of email infrastructure/protocolsSeasoned, experienced professional; has complete knowledge and understanding of area of specializationUses evaluation, judgment, and interpretation to select right course of actionSolid understanding of Web Services – REST and SOAP and Authentication mechanisms – Single Sign-on, LDAPMust have basic object-oriented programming skills (Java strongly preferred)Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problemsAbility to multi-task and work with high-value customer administrators and developersShould be a team player working efficiently in a collaborative environmentStrong personal commitment to quality and customer serviceProven ability to maintain a professional demeanour when handling complex user issuesAcademic Qualifications and Certifications:Bachelor’s degree or equivalent in Information Technology/Computer Science or relatedITIL v3 certificationRequired Experience:Seasoned experience providing customer facing technical supportSeasoned demonstrated experience providing web development support is highly desirableSeasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM)Skills SummaryCommunication, Customer Service, Knowledge Management, System Administration, Technical Problem-Solving, Ticket Management, TroubleshootingWhat will make you a good fit for the role? Workplace type: Hybrid WorkingEqual Opportunity EmployerNTT 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