Cross Technology Managed Services Engineer (L3) - Weblogic

NTT DATA BUSINESS SOLUTIONS; Mumbai; Hybrid; INR 1,200,000 - 2,200,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai is seeking a Cross Technology Managed Services Engineer (L3) to provide proactive incident resolution and ensure client infrastructure is configured, tested, and operational. Leverage deep technical expertise to solve complex problems and improve service quality.

The role involves managing high-complexity tickets, mentoring L2 teams across Cloud, Security, Networking, and Applications, and collaborating with vendors to maintain SLAs and drive continuous

Qualifications

• Extensive Managed Services experience handling complex cross-technology infrastructure.
• Strong understanding of ITIL processes.
• Proven experience working with vendors and/or third parties.
• Ability to communicate and work across cultures.
• Effective planning skills under changing circumstances.
• Positive under pressure and adaptable.
• Client-focused approach to create positive client experiences.
• Bachelor's degree or equivalent in IT/Computing.

Responsibilities

• Pre-emptive service incident resolution, product reviews, and operational improvements.
• Manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while meeting SLAs.
• Mentor junior team members across Cloud, Security, Networking, and Applications.
• Conduct checks, apply monitoring tools, respond to alerts, identify issues early.
• Log, analyse, assign, and escalate support calls.
• Identify optimization and automation opportunities and provide client feedback.
• Create knowledge articles and train juniors; provide inputs to automation teams.
• Engage with third-party vendors and keep systems portals updated.
• Coach L2 teams on advanced troubleshooting and support DR and project delivery.

Skills

Managed Services

ITIL processes

Vendor management

Cross-cultural communication

Planning under pressure

Client focus

Active listening

Adaptability

Education

Bachelor's degree in IT/Computing

Job description

Job Summary

As a Cross Technology Managed Services Engineer (L3) at NTT DATA, your primary role will be to provide exceptional service to our clients by proactively identifying and resolving technical incidents. You will ensure that client infrastructure is configured, tested, and operational, leveraging your deep technical expertise to solve complex problems and enhance our service quality.

Responsibilities

• Part of your Responsibilities will entail pre-emptive service incident resolution, product reviews, and operational improvements.
• You will manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions.
• Your role will also involve mentoring junior team members and working across various technology domains such as Cloud, Security, Networking, and Applications.
• You will conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems.
• Logging incidents with the required level of detail, you will analyse, assign, and escalate support calls.
• Additionally, you will proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.
• Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.
• You will engage with third-party vendors when necessary and keep systems and portals updated as prescribed.
• As a senior engineer, you will coach L2 teams on advanced troubleshooting techniques and support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines.

Requirements

• Extensive Managed Services experience handling complex cross-technology infrastructure.
• Strong understanding of ITIL processes.
• Proven experience working with vendors and/or third parties.
• Ability to communicate and work across different cultures and social groups.
• Effective planning skills, even in changing circumstances.
• Positive outlook and ability to work well under pressure.
• Active listening skills and adaptability to changing client needs.
• Client-focused approach to create positive client experiences throughout their journey.
• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

Workplace type

Hybrid Working