Cross Technology Managed Services Engineer (L2)

NTT DATA, Inc.; Chennai District; On-site; INR 500,000 - 800,000; Full time

Job summary

NTT DATA, Inc. is seeking a Cross Technology Managed Services Engineer (L2) in Chennai, Tamil Nadu, to maintain IT infrastructure for clients. This role involves managing incidents, collaborating with teams for support, and contributing to service quality through effective change management. Candidates should possess a Bachelor's degree in IT/Computing, have managed services experience, and be skilled in tools like ServiceNow. The position emphasizes client satisfaction and adaptability under pressure.

Qualifications

• 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.
• Ability to work longer hours when necessary.
• Proven ability to communicate effectively across cultures.

Responsibilities

• Manage work queues and resolve technical incidents.
• Collaborate closely with teams to provide second-level support.
• Analyze and log issues before they escalate.
• Contribute to change management processes with detailed documentation.
• Support disaster recovery functions and tests.

Skills

Managed services experience

Knowledge of ticketing tools

ITIL processes familiarity

Project planning proficiency

Effective communication

Ability to work under pressure

Client-oriented approach

Education

Bachelor's degree in IT/Computing or equivalent

Tools

ServiceNow

Job description

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 escalated, 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

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.