Software Development Specialist at NTT DATA, Inc. in bengaluru, IN-KA, India

Job description

• The Software Development Specialist at NTT DATA in Bangalore is responsible for monitoring, case management, and knowledge management within IT operations. The role involves proactive monitoring of systems, managing user cases, and supporting ticket resolution using Microsoft Azure, Azure DevOps, App Insights, and MS Power Platform. Candidates should have 5–7 years of experience in IT operations, customer service, and support, with strong technical skills in API development, user authentication, and scripting. Experience with ITSM, ITIL, and insurance or InsurTech is highly desirable. Familiarity with monitoring tools such as Datadog and Grafana, and knowledge of Kubernetes, Docker, ArgoCD, and Databricks are advantageous. Excellent communication, teamwork, and continuous improvement skills are essential.
• Req ID: 389556
• NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
• We are currently seeking a Software Development Specialist to join our team in bengaluru, Karnātaka (IN-KA), India (IN).

Responsibilities

• Description The Service Analyst is a technical specialist, responsible for performing tasks in daily operations with focus on Monitoring, Case Management and Knowledge Management.In his/her role, the Service Analyst conducts operational activities based on product-specific training and technical expertise.ResponsibilitiesResponsibilities of the Service Analyst can be clustered around the following activities:MonitoringPerforms proactive monitoring checks (availability testing, usability checks, system status, failures, exceptions, end-to-end transaction details) according to agreed monitoring procedures and Event Management strategyEnsures proper alert triaging, response and handling as part of reactive monitoring conceptsMonitors defined operational KPIsReports deviations and anomalies to the respective team, based on agreed monitoring proceduresUses configured dashboards (e.g.
• Datadog) to triage reported major incidents, analyse service interruptions and production outages and provides customer with related informationCase ManagementMonitors MRSNOW
• Queue for any cases (incidents, service requests, vulnerabilities, alerts) assigned to Digital Operations and is responsible for response and resolution within the agreed SLAReceives and answers user cases for 1st and 2nd level support, raised via Mail2Case, MRSNOW

Requirements

• Total years of Exp – 5-7yrsRelevant years of Exp. – 5-7yrsMandatory Skills Required:Microsoft Technologies: Microsoft Azure, Azure DevOps CI/CD, App Insights, Cloud Networking, MS Power Platform, MS OfficeKnowledge and Experience in API Development, User Authentication, Applications Operations, Scripting and Automation
• Tickets and/or Pool MailboxPerforms initial ticket triage and qualification, including validation of ticket priority, impact and urgency and proposes major incident candidates, if required.Provides resolution of tickets in scope, according to the defined use case knowledge baseCreates bugs / defects or Backlog Items and forwards/ reassignsof tickets to the respective DevOps Team in their responsibility as a 3rd level support organisation.Performs End to end user communication, incl. validation of incident resolution with affected users.Manages tickets and ticket queue in MRSNOW (assignment, status updates, reassignment, escalation, resolution).Performs Monthly Ticket Analysis for each supported area with the objective to derive actions for reduction of ticket number or optimisation of ticket resolution process.Performs a checking Vulnerability Dashboards in MRSNOW for any reported vulnerabilities on the products/platforms in scope and investigating any existing vulnerability items.Reports any vulnerabilities to the DevOps Team and provide as much detail as possible to enable resolution within the defined remediation target times.Reports any identified security incidents to the Munich Re Global Service DeskKnowledge ManagementCreates and continuously updates knowledge articles (how-tos, step-by-step guides, support flows, etc.) required for ticket triage and resolution, according to handover sessions.Creates and continuously updates end user documentation (FAQs, How-Tos, etc.) to enable Self-Service - if agreed and required by the DevOps TeamPerforms internal knowledge transfer sessions for knowledge sharing, experience exchange and quality standards between different support shifts and delivery locations.Continuous ImprovementContinuously reviews incidents and requests to acknowledge patterns and trends and identifies improvement proposalsDelivers on the improvement targets assigned (e.g. automation initiative, analysis, knowledge article)Participates (as SME) in regular Agile ceremonies of the Product DevOps Teams (dailies, JFs, backlog refinements)Supports Service Lead Analysts and Service Manager with techincal insights, scope changes and reporting activitiesSkills and ExperienceExperienceExperience in customer service and support functionsExperience in IT
• Operations, ITSM and ITILExperience in insurance and InsurTech highly desirableExperience in business analysis or business architectureSound knowledge of state-of-the-art IT technologyTechnical SkillsMicrosoft Technologies: Microsoft Azure, Azure DevOps CI/CD, App Insights, MS
• Power Platform, MS
• OfficeService Now: ITSM, CSM, Reporting & DashboardsMonitoring & Observability Tools: Datadog, GrafanaKnowledge and Experience in API
• Development, User Authentication, Applications Operations, Scripting and Automation is an advantage.Optional: Kubernetes, Docker, ArgoCD, Databricks,Methodology CompetenciesIT
• Service Management: ITIL v4DevOps Principles & PracticesVAIT (BaFin) - IT regulatory requirements for insurance industry in DEUnderstanding of core insurance business processesCertificationsAzure Fundamentals AZ-900, AZ-104ITIL 4 FoundationsSoft SkillsExcellent communication skills: ability to communicate clearly and formally to internal and external customers, , both orally and in writing - in professional command of the English language.Defined customer focus: looking after the interests of external and internal customers.
• Ensure that their wants, needs and expectations are given due consideration and that all efforts are made to meet them wherever fair and reasonable, in line with any standards from an industry regulator.Excellent teamwork and collaborative spirit: ability to work cooperatively and flexibly with other members of the team with a full understanding of the own role in the teamWillingness to learn and share knowledge with other team membersMotivation and Pro-activeness: constantly seeking continuous improvement, openly addressing improvement areas, conflict and problem points, together with solution proposalsAbility to seek high quality and assure quality of documentation, reporting, communication
• Good To Have:Service Now: ITSM, CSM, Reporting & DashboardsCloud NetworkingMonitoring & Observability Tools: Datadog, GrafanaOptional: Kubernetes, Docker, ArgoCD, Databricks
• Job

Skills

Required

• Microsoft Azure
• Azure DevOps CI/CD
• App Insights
• Cloud Networking
• MS Power Platform
• MS Office
• API Development
• User Authentication
• Applications Operations
• Scripting and Automation
• ITIL v4
• DevOps Principles & Practices

Preferred

• Kubernetes
• Docker
• ArgoCD
• Databricks
• Azure Fundamentals AZ-900
• AZ-104
• ITIL 4 Foundations