MS Engineer L2

NTT DATA BUSINESS SOLUTIONS; Mumbai; Hybrid; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai is seeking a Networking Managed Services Engineer (L2) to maintain client IT infrastructure and systems. You will monitor, identify, investigate, and resolve incidents and problems to keep services up to SLAs.

You will collaborate with clients and internal teams, handle second-line support for medium complexity tickets, and participate in occasional project work. The role emphasizes proactive monitoring, ticket updates, and escalation where needed.

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• At least one technical certification in specified technologies.
• Strong planning, adaptability and client-focused communication.
• Ability to work across cultures and under pressure.

Responsibilities

• Monitor, identify, investigate and resolve incidents to keep client IT infrastructure operational.
• Provide second-line support for medium-complexity tickets and requests.
• Review client requests, update tickets, and contribute to occasional project work.
• Establish monitoring, handle escalations, and support change management and disaster recovery tasks.

Education

Bachelor's degree in IT/Computing

Tools

Pulse Secure SSL VPN

Palo Alto

Fortinet

Cisco Nexus switches/routers/firewalls

Job description

Job Summary

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 its a place where you can grow, belong and thrive.

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).

Responsibilities

• 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 escal... (continue as provided in the source)
• As part of the shift handover process, you’ll highlight key tickets and upcoming critical tasks for the next shift. When needed, you’ll escal... (continue as provided in the source)
• 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.

Requirements

• 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

Hybrid Working