Cross Technology Managed Services Engineer (Linux L2)

NTT Limited; Chennai District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

NTT DATA in Chennai on-site is seeking a Cross Technology Managed Services Engineer (L2). You will maintain clients' IT infrastructure and systems, proactively monitor and resolve incidents, and ensure service continuity to maximise client satisfaction.

You will manage queues, address incidents and requests within SLAs, document actions, and collaborate with internal teams and vendors. You will audit tickets for quality, support change management, contribute to automation initiatives, and assist

Qualifications

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Familiar with ITIL processes and working with vendors/third parties.
• Knowledge of ticketing tools and incident management best practices.

Responsibilities

• Monitor, identify, investigate, and resolve technical incidents and problems.
• Manage work queues and incidents/requests within SLAs; update tickets with actions.
• Collaborate with teams and clients to provide second-level support and effective resolution.
• Execute changes with risk mitigation and maintain change-management documentation.
• Audit tickets for quality and identify tasks for automation to improve efficiency.
• Handle client escalations and assist in disaster recovery tests when required.

Skills

Managed services experience

ITIL processes

Planning activities

Communication

Adaptability under pressure

Cross-cultural collaboration

Client focus

Education

Bachelor's degree in IT/Computing or equivalent

Tools

ServiceNow

Job description

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 escalation, you will be instrumental in maintaining service quality. You will 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 will handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary. Working within our diverse and inclusive environment, you will 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 worlds 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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you will be part of the world's largest ICT company (by revenue). We have combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the worlds best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You will be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!