Cross Technology Managed Services Engineer (L3)

NTT Limited; Daerah Khusus Ibukota Jakarta; Hybrid; IDR 403.421.000 - 726.158.000; Full time

Job summary

An IT services company seeks a Cross Technology Managed Services Engineer (L3) for its Jakarta location. This role focuses on delivering high-quality client service through proactive incident management, mentoring junior staff, and enhancing service quality across various technology domains, including Cloud and Security. Ideal candidates possess extensive managed services experience, a solid understanding of ITIL, and a Bachelor's degree in IT or a related field. A hybrid work environment is offered, emphasizing professional growth and inclusivity.

Qualifications

• Extensive experience in managing complex cross-technology infrastructure.
• Ability to communicate across cultures and social groups.
• Proven experience working with third-party vendors.

Responsibilities

• Provide exceptional service by identifying and resolving technical incidents.
• Manage complex tickets and perform advanced tasks ensuring SLA compliance.
• Mentor junior team members and implement operational improvements.

Skills

Managed Services experience

Understanding of ITIL processes

Vendor management skills

Effective planning skills

Client-focused approach

Education

Bachelor's degree in IT/Computing

Job description

Cross Technology Managed Services Engineer (L3) page is loaded

Cross Technology Managed Services Engineer (L3)

Apply remote type Hybrid Working locations Jakarta, Indonesia time type Full time posted on Posted 6 Days Ago job requisition id R-134062

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Your day at NTT DATA
As a Cross Technology Managed Services Engineer (L3) at NTT DATA, your primary role will be to provide exceptional service to our clients by proactively identifying and resolving technical incidents. You will ensure that client infrastructure is configured, tested, and operational, leveraging your deep technical expertise to solve complex problems and enhance our service quality.

Part of your Responsibilities will entail pre-emptive service incident resolution, product reviews, and operational improvements. You will manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions. Your role will also involve mentoring junior team members and working across various technology domains such as Cloud, Security, Networking, and Applications.

You will conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems. Logging incidents with the required level of detail, you will analyse, assign, and escalate support calls. Additionally, you will proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.

Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.

You will engage with third-party vendors when necessary and keep systems and portals updated as prescribed. As a senior engineer, you will coach L2 teams on advanced troubleshooting techniques and support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines.

To thrive in this role, you need to have:

• Extensive Managed Services experience handling complex cross-technology infrastructure.
• Strong understanding of ITIL processes.
• Proven experience working with vendors and/or third parties.
• Ability to communicate and work across different cultures and social groups.
• Effective planning skills, even in changing circumstances.
• Positive outlook and ability to work well under pressure.
• Active listening skills and adaptability to changing client needs.
• Client-focused approach to create positive client experiences throughout their journey.
• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

Workplace type:

Hybrid 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. Accelerate your career with us. Apply today

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Your career here is about believing in yourself and taking on great opportunities and new challenges.

It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team.