MS Engineer L2, Data Centre Operations

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS is seeking a Cross Technology Managed Services Engineer (L2) to maintain clients' IT infrastructure, monitor systems, and rapidly resolve incidents. You will act as a bridging expert between L1 engineers and clients, ensuring service continuity and satisfaction.

This role emphasizes proactive problem analysis, effective ticketing, ITIL-aligned processes, and collaboration with vendors.

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• Moderate-level experience in managed services handling cross-technology infrastructure.
• Familiarity with ITIL processes and experience working with vendors/third parties.
• Proficient in planning activities and projects; adaptable to changing circumstances.

Responsibilities

• Your typical day involves managing work queues, incidents and requests within SLAs, and updating tickets with actions taken.
• Identify, analyze, and log issues before they escalate to maintain service quality.
• Collaborate with other teams and clients to provide second-level support and ensure efficient problem resolution.
• Execute changes meticulously with risk understanding and maintain change management documentation.
• Audit incident and request tickets for quality, recommend improvements, and identify automation tasks.
• Handle client escalations with professionalism and assist in disaster recovery tests when necessary.
• Work with automation teams and support L1 Engineers to optimize efforts and drive improvements.
• Contribute to various projects, ensuring all changes are approved and maintain a positive attitude under pressure.

Skills

Cross-technology infra management

ITIL processes

Communication & teamwork

Vendor coordination

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

• 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 escalate, 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 Working