Cross Technology Managed Services Engineer (Backup L2)

NTT Limited; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

NTT DATA is seeking an L2 Cross Technology Managed Services Engineer to maintain clients' IT infrastructure, monitor incidents, and resolve issues efficiently. You will handle incidents and requests, collaborate with teams and clients, and ensure changes are executed with proper documentation.

You will work with automation teams to improve processes, support disaster recovery tests, and handle escalations with professionalism in a diverse environment.

Qualifications

• Moderate-level experience in managed services handling cross-technology infrastructure.
• Familiarity with ITIL processes and working with vendors/third parties.
• Proven ability to plan activities and adapt to changing circumstances.

Responsibilities

• Manage work queues, incidents, and requests within SLAs.
• Collaborate with teams and clients for second-level support and clear communication.
• Execute changes meticulously with risk mitigation and thorough documentation.

Skills

Cross-technology infrastructure

Incident management

Communication across cultures

Proactive monitoring

Automation awareness

Education

Bachelor's degree in IT/Computing

Tools

ServiceNow

Job description

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 is 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 is about expanding your skills and expertise in your current role and preparing yourself for future advancements.

That is 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 (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems.

Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.

You will be the go-to person to restore services and ensure our clients' satisfaction.

Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken.

By identifying, analysing, and logging issues before they escalat

You will also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.

You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation.

Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency.

Additionally, you will handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.

Working within our diverse and inclusive environment, you will help drive the optimization of efforts by working with automation teams and supporting L1 Engineers.

Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

To thrive in this role, you need to have:

Moderate-level experience in managed services roles handling cross-technology infrastructure.

Knowledge of ticketing tools, preferably ServiceNow.

Familiarity with ITIL processes and experience working with vendors and third parties.

Proficiency in planning activities and projects, taking changing circumstances into account.

Ability to work longer hours when necessary and adapt to changing circumstances with ease.

Proven ability to communicate effectively and work across different cultures and social groups.

Positive outlook and ability to work well under pressure.

Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.

Bachelor's degree in IT/Computing or equivalent work experience.

Workplace type: On-site

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.

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

It is about growing your skills and expertise in your current role and preparing yourself for the future.

That is why we encourage you to take every opportunity to grow your career within our great global team.