Senior Associate Business Analyst

The Nippon Telegraph and Telephone Corporation (NTT); Jakarta Pusat; Hybrid; IDR 133,920,000 - 279,000,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA is seeking an Applications Managed Services Engineer (L2) to ensure ERP and Middleware platforms stay optimized. You will monitor, investigate, and resolve incidents, manage change processes, and support service improvements across teams and clients.

You will mentor L1; handle escalations; and contribute to trend analyses and disaster recovery activities. Hybrid working arrangement and a collaborative global team await.

Qualifications

• Bachelor's degree in information technology/computing or equivalent work experience.
• Hands-on ERP, Middleware and business-critical software management.
• Moderate experience in managed services with ServiceNow knowledge.
• Ability to plan activities and adapt quickly to change.
• Strong problem solving and troubleshooting skills.
• Excellent cross-cultural communication and client interaction.

Responsibilities

• Provide second-line support for ERP and Middleware services.
• Log incidents and update tickets with resolutions to meet SLAs.
• Execute and document changes in the change management process.
• Coach Service desk and L1 teams and escalate when needed.
• Identify problems and contribute to trend analysis for improvement.
• Support project work and disaster recovery activities.

Skills

ERP management

Middleware

Incident management

Troubleshooting

Change management

Cross-cultural communication

Client communication

Education

Bachelor's degree in information technology/computing or equivalent work experience

Tools

ServiceNow

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

As an Applications Managed Services Engineer (L2) at NTT DATA, your primary mission is to ensure that our clients' packaged application technologies, such as ErP and Middleware, are always in top shape. You will play a crucial role in proactively monitoring, investigating, and resolving application-based incidents, service requests, and alerts to keep operations running smoothly.

You will handle second-line support with a medium level of complexity, focusing on resolving client requests and issues without breaching any service level agreements (SLAs). From updating tickets with resolution tasks to promptly logging incidents, your role is all about keeping the application infrastructure and services optimized.

Teamwork is at the heart of what we do, so you will communicate with other teams and clients to extend your support where it is needed. You will also play an essential part in our change management process by executing changes carefully and ensuring that all changes are properly documented and approved.

Your day will be varied, from working with automation teams to optimize efforts and coaching Service desk and L1 teams to leading initial client escalations for operational issues. Additionally, you will identify problems before they impact client services and contribute to producing trend analysis reports for continuous improvement.

You will also have opportunities to support project work, execute approved maintenance activities, and assist in implementing and delivering disaster recovery functions. Every day will be a chance to learn and grow, and your contribution will make a real impact.

To thrive in this role, you need to have:

• Hands-on experience managing platforms, including ErP, Middleware, and other business-critical software.
• Moderate experience in managed services with knowledge of using ticketing tools like ServiceNow.
• Ability to handle multiple tasks, execute change management duties, and lead troubleshooting processes effectively.
• Ability to plan activities and adapt quickly to changing circumstances.
• Effective communication skills and the ability to work across different cultures and social groups.
• Active listening skills to understand clients' needs and craft a positive client experience.
• Capacity to maintain a positive outlook, even in a pressurized environment, and put in extra effort when necessary.
• A bachelor's degree in information technology/computing or equivalent work experience.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centres and application services. Our consulting and industry solutions help organisations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centres as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

All email communications from an NTT DATA recruiter will come from an @nttdata.com email address.