Cross Technology Managed Services Engineer (L1)

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

NTT DATA in Mumbai is seeking a Cross Technology Managed Services Engineer (L1) to be the first point of contact for clients, ensuring their IT infrastructure and systems stay operational. You will handle standard incidents, monitor environments, and provide telephonic, ITSM ticket, or chat support when needed.

You will work across Cloud, Security, Networking, Applications, or Collaboration domains, contribute to knowledge bases, and assist in disaster recovery tests to safeguard data.

Qualifications

• Entry-level experience with troubleshooting and support in security, network, Data centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sops.
• Proficiency in active listening and able to communicate across cultures.

Responsibilities

• Act as the first point of contact for clients, ensuring IT infrastructure remains operational.
• Identify, investigate and resolve technical incidents and service requests at first line.
• Monitor client infrastructure daily to identify problems before or as they occur.
• Perform maintenance tasks like patching and configuration changes.
• Work across two or more technology domains (Cloud, Security, Networking, Apps, or Collaboration).
• Update or create knowledge articles and support project work as needed.
• Contribute to disaster recovery tests to safeguard client data.
• Report and escalate incidents as necessary and strive for efficient resolutions.

Skills

Troubleshooting

ITIL knowledge

Ticket handling

Customer focus

Communication

Education

Bachelor's degree in IT/Computing

Tools

ITSM tools

Job description

Job Summary

As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational.

Responsibilities

• As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational. You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests. Your aimTo ensure zero missed service level agreement conditions.
• Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur.
• You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most.
• Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.
• You will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration.
• Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimization, and supporting project work as needed.
• Additionally, you will contribute to disaster recovery functions and tests, ensuring our clients' Data is safe and sound.
• Shift changes are made seamless with your careful handovers, ensuring service continuity.
• You will report and escalate incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests.
• With each interaction, you will aim to provide a positive client experience, placing their needs at the forefront of all you do.

Requirements

• Entry-level experience with troubleshooting and support in security, network, Data centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sops.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sops.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).

Workplace type

On-site Working