Global Change Coordinator

NTT Ltd.; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

NTT DATA is seeking a Networking Managed Services Engineer (L2) to ensure client IT infrastructure remains operational. You will monitor networks, review tickets, resolve medium-complex incidents, and escalate where needed, while collaborating with CoEs and automation teams to restore services quickly within SLAs.

This role involves proactive monitoring, change logging, participation in disaster recovery tasks, coaching of Service desk and L1 staff, and driving automation to reduce tickets in a

Qualifications

• Bachelor's degree in IT/Computing or equivalent.
• One technical certification in the listed technologies.
• Experience with network security devices and switches/routers.
• Strong planning, adaptability and cross-cultural communication.
• Client-focused communication and teamwork.

Responsibilities

• Review client requests and tickets; provide second-line support.
• Resolve medium-complex incidents and escalate as needed.
• Collaborate with CoE and automation teams to optimize processes.
• Maintain monitoring, update tickets, and document actions taken.
• Support change management, disaster recovery, and trend analysis.

Skills

Pulse Secure SSL VPN

Palo Alto

Fortinet

Cisco Nexus switches/routers/firewalls

Networking concepts

Client-facing communication

Incident management

Education

Bachelor's degree in IT/Computing or equivalent

Tools

Ticketing tools

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 Networking Managed Services Engineer (L2) at NTT DATA, you’ll take on a developing engineering role where your main goal is to ensure our clients’ IT infrastructure and systems remain operational. You’ll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You’ll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).

Your day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You’ll be the go-to person for second-line support, handling incidents and requests of medium complexity. In addition to your daily tasks, you’ll have opportunities to contribute to exciting project work from time to time.

You’ll proactively monitor work queues, execute operational tasks, and update tickets with the actions you’ve taken. Identifying, analysing, and logging issues before they escalate will be a key part of your role. You’ll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.

As part of the shift handover process, you’ll highlight key tickets and upcoming critical tasks for the next shift. When needed, you’ll elevate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you’ll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.

You’ll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues. Contributing to the change management process, you’ll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality. Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts. You might also support disaster recovery functions and other related tasks as needed.

To thrive in this role, you need to have:

• Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools.
• At least one technical certification in the above-mentioned technologies.
• Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
• Adaptability and resilience in a dynamic work environment.
• Ability to communicate and work effectively across different cultures and social groups.
• Proficiency in active listening and client-centric communication.
• A positive outlook and the ability to work well under pressure.
• A client-first attitude, always seeking to create positive client experiences.
• A bachelor’s degree or equivalent qualification 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.