Key Roles and Responsibilities:
- Ensures that email 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 logs all such incidents in a timely manner with the required level of detail
- Assists in analysing, 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 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
- Coaches L2 teams for advance technical troubleshooting and behavioural skills
- 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
Knowledge, Skills and Attributes:
- Hands on experience in managing enterprise email security solutions
- knowledge on Cisco email security solution - ESA (Email security appliance) , Threat Grid, Antimalware protection systems
- Ability to communicate and work across different cultures and social groups
- Ability to plan 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 necessary
- Ability 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
- Certifications relevant to mail hygiene security such as Cisco email security or equivalent
Required Experience:
- Minimum 5 years IT experience with 2 years experience in supporting large scale email security environment.
- Seasoned working knowledge of ITIL processes
- Seasoned experience working with vendors and/or 3rd parties
