MS Engineer - Data Center Operations

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 450,000 - 800,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai is looking for a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure and systems. You will monitor, identify, investigate, and resolve technical incidents to restore services and ensure client satisfaction.

In this role, you will manage work queues, handle SLAs, log actions, collaborate with multiple teams, document changes, and assist in disaster recovery tests while supporting L1 Engineers in a diverse environment.

Qualifications

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Familiarity with ITIL processes and experience working with vendors and third parties.
• Proficiency in planning activities and projects.

Responsibilities

• Maintain clients' IT infrastructure and systems in a Cross Technology Managed Services setup.
• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Restore services promptly and ensure client satisfaction through effective incident management.
• Manage work queues and handle incidents/requests within defined SLAs; update tickets.
• Identify issues early, log them, and drive quality improvements across teams.
• Collaborate with other teams and clients to provide second-level support and efficient resolutions.
• Execute changes with risk understanding and document change management accordingly.
• Audit tickets for quality; propose automation to improve efficiency.
• Handle client escalations professionally and assist in disaster recovery tests when needed.
• Contribute to various projects while maintaining a positive attitude under pressure.

Skills

Managed services

ServiceNow

Cross-technology infra

Vendor coordination

Communication

Education

Bachelor's degree in IT/Computing or equivalent

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

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

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