Cross Technology Managed Services Engineer (L2)

Dimension Data Solutions Limited (Kenya); Aurangabad; Sur place; INR 600 000 - 1 000 000; Plein temps

Résumé du poste

NTT DATA is seeking a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure, monitor incidents, and resolve problems to keep services running smoothly. You will manage queues, uphold SLAs, and collaborate with teams to ensure high-quality support for diverse environments.

In this role, you will execute changes with risk mitigation, document changes, and participate in change management processes.

Qualifications

• Moderate-level experience in managed services 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, accounting for changing circumstances.
• Ability to work longer hours when necessary and adapt to changing circumstances.
• Proven ability to communicate effectively and work across cultures and social groups.
• Positive outlook and ability to work well under pressure.
• Commitment to placing clients at the forefront of interactions.

Responsabilités

• Monitor and resolve incidents and problems to restore services.
• Manage work queues and incidents within agreed SLAs.
• Collaborate with teams and clients to provide second-level support.
• Execute changes with risk mitigation and proper documentation.
• Audit incident and request tickets for quality and identify automation opportunities.
• Handle client escalations with professionalism and assist in disaster recovery tests.
• Support L1 Engineers and contribute to various projects.

Connaissances

Cross-technology infrastructure

Ticketing tools (ServiceNow)

ITIL processes

Project planning

Availability for longer hours

Effective communication

Calm under pressure

Client-focused mindset

Formation

Bachelor's degree in IT/Computing

Outils

ServiceNow

Description du poste

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 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'll 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 escal... you'll be instrumental in maintaining service quality. You'll 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'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary. Working within our diverse and inclusive environment, you'll 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 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 centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers 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.