IPC L2 Support Engineer

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai is seeking a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure, monitor incidents, and restore services efficiently. You will act as a bridge between L1 support, vendors, and clients, ensuring seamless resolution and client satisfaction.

The role requires moderate experience in multi-technology environments, strong ticketing knowledge (ServiceNow preferred), ITIL familiarity, and excellent communication 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 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.

Responsibilities

• Manage work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken.
• Identify, analysing, and logging issues before they escape, instrumental in maintaining 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 help drive optimization of efforts and contribute to various projects, ensuring that all changes are approved and maintaining a positive outlook even in high-pressure situations.

Skills

Managed services experience

Cross-technology infra

Ticketing tools (ServiceNow)

ITIL familiarity

Vendor management

Communication under pressure

Education

Bachelor's degree in IT/Computing

Tools

ServiceNow

Job description

Job Summary

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.

Responsibilities

• Manage work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken.
• Identify, analysing, and logging issues before they escape, instrumental in maintaining 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 help drive optimization of efforts and contribute to various projects, ensuring that all changes are approved and maintaining 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

• On-site