Role Description The Platform Support Engineer (L3) is a seasoned subject matter expert who exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as: - Request - Incident - Problem - Change - Event - Configuration - Asset - Service Catalogue - Knowledge - Service Portal - Custom scoped applications Key responsibilities include: - Providing support to users/administrators of the company platform. - Supporting and contributing to the growth of best practices for delivery of support services. - Ensuring understanding of company platform, Cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations. - Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision. - Engaging with cross-functional teams such as operations and engineering to build, drive, and improve tools and processes for quicker issue resolution. - Mentoring less experienced team members in various technologies. - Performing any other related task as required. Qualifications - Seasoned working knowledge of the components in cloud/web applications. - Seasoned understanding of network monitoring connectors such as SCOM, Solarwinds, etc. - Seasoned understanding of SNMP traps and MIBs/OIDs. - Seasoned understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx). - Seasoned understanding of the HTTP/HTTPS Request and Response Cycle. - Seasoned understanding of database concepts. - Seasoned understanding of ITSM, CMDB, and ITIL business processes. - Excellent troubleshooting/root cause isolation skills. - Proficient with analyzing log files and standard debugging concepts. - Seasoned familiarity with tools and practices of the trade such as incident management, knowledgebase, defect, and escalation management. - Seasoned understanding of email infrastructure/protocols. - Seasoned understanding of Web Services – REST and SOAP and Authentication mechanisms – Single Sign-on, LDAP. - Basic object-oriented programming skills (Java strongly preferred). - Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems. - Ability to multi-task and work with high-value customer administrators and developers. - Team player working efficiently in a collaborative environment. - Strong personal commitment to quality and customer service. - Proven ability to maintain a professional demeanor when handling complex user issues. Requirements - Bachelor’s degree or equivalent in Information Technology or Computer Science or related field. - Relevant ITIL certification. - Seasoned experience providing customer-facing technical support. - Seasoned demonstrated experience providing web development support is highly desirable. - Seasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM, and FSM). Workplace Type Remote Working 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. Third Parties Fraudulently Posing as NTT DATA Recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.