Cross Technology Managed Services Engineer (L2)

NTT DATA BUSINESS SOLUTIONS; Mumbai; Hybrid; INR 900,000 - 1,400,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai is seeking a Cross Technology Managed Services Engineer (L2) to maintain clients' IT infrastructure, monitor systems, identify incidents, and restore services to ensure client satisfaction.

Ideal candidates have ITIL knowledge, ServiceNow experience, and strong communication, capable of handling complex multi-technology environments in a hybrid work setting.

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• Experience with ITIL processes and ServiceNow.
• Experience in managed services and cross-technology infrastructure.
• Ability to work across cultures and with vendors.
• Hybrid working arrangement expected.

Responsibilities

• Manage work queues, incidents and requests within SLAs.
• Identify, analyze, and log issues before escalation.
• Provide second-level support with clients and teams.
• Execute changes with risk mitigation and documentation.
• Audit tickets for quality and identify automation opportunities.
• Handle escalations and assist in disaster recovery tests.
• Collaborate with automation teams to optimize support.
• Contribute to projects and maintain a positive attitude under pressure.

Skills

Communication

Cross-cultural collaboration

Vendor coordination

Project planning

Adaptability

Working under pressure

Education

Bachelor's degree in IT/Computing

Tools

ServiceNow

Job description

Job Summary

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.

Responsibilities

• Manage work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken.
• Identify, analyse, and log issues before they escalated to maintain service quality.
• Collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.
• Execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation.
• Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation to enhance efficiency.
• Handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.
• Work with automation teams and support L1 Engineers to optimize efforts in a diverse and inclusive environment.
• Contribute to various projects, ensure that all changes are approved, and maintain a positive outlook even in high-pressure situations.

Requirements

• 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: Hybrid Working