MS Engineer L2, Middleware

NTT Limited; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NTT Limited seeks a Managed Services Cross Technology Engineer (L2) to provide proactive monitoring and second-line support for IT infrastructure in Mumbai, India. The role involves restoring service compliance with SLAs across various technology domains.

Candidates must have a Bachelor's degree in IT/Computing and relevant certifications like CCNA. The position is on-site and values effective communication and a client-centric mindset.

Qualifications

• Moderate level years of relevant managed services experience handling cross-technology infrastructure.
• Moderate level knowledge of ticketing tools, preferably ServiceNow.
• Moderate level experience working with vendors and/or 3rd parties.

Responsibilities

• Proactively monitor work queues and perform operational tasks to resolve incidents.
• Provide second-level support and root-cause analysis for incidents and requests.
• Communicate with other teams and clients to extend support.

Skills

Effective communication

Client-centric mindset

Active listening techniques

Planning activities

Education

Bachelor's degree in IT/Computing

CCNA certification

CCNP certification

Tools

ServiceNow

Automation tools

Job description

The Managed Services Cross Technology Engineer (L2) is a developing engineering role, responsible for providing managed services to clients to ensure that their IT infrastructure and systems remain operational.

Through proactive monitoring, identifying, investigating, and resolving technical incidents and problems, this engineer restores service to clients and ensures compliance with SLAs.

Second-line support for incidents and requests with medium complexity across multiple technology domains (Cloud, Security, Networking, Applications, Collaboration). May also support project work as needed.

Key Responsibilities

• Proactively monitor work queues and perform operational tasks to resolve incidents/requests within agreed SLAs.
• Update tickets with resolution tasks and log incidents promptly.
• Identify, investigate, analyze issues and errors before or when they occur.
• Capture required information for immediate resolution.
• Provide second-level support and root‑cause analysis for incidents and requests.
• Communicate with other teams and clients to extend support.
• Execute changes with clear risk identification and mitigation, captured in change records.
• Follow handover process, highlight key tickets, and hand over critical tasks to next shift.
• Escalate tickets to Center of Excellence and other teams and continue escalations to management as necessary.
• Work with automation teams to optimize effort and automate routine tasks.
• Work with various resolver groups (Service Provider, TAC, etc.).
• Identify problems and errors before they impact client service.
• Assist L1 Security Engineers for better initial triage or troubleshooting.
• Lead and manage all initial client escalation for operational issues.
• Contribute to the change management process by logging change requests with details for standard and non-standard changes, including patching.
• Ensure changes are carried out with proper approvals.
• Plan and execute approved maintenance activities.
• Audit and analyze incident and request tickets for quality and recommend improvements, including updating knowledge articles.
• Produce trend analysis reports for automation opportunities and effort optimization.
• May support Disaster Recovery functions and tests.
• Perform any other related tasks as required.

Knowledge and Attributes

• Effective communication across cultures and social groups.
• Planning activities and projects in advance while adapting to changing circumstances.
• Maintaining a positive outlook and working well under pressure.
• Hard work and willingness to put in longer hours when necessary.
• Active listening techniques: paraphrasing, probing, and refraining from interrupting.
• Client-centric mindset to understand and fulfill client requirements.

Academic Qualifications & Certifications

• Bachelor's degree or equivalent in IT/Computing or demonstrated equivalent work experience.
• Relevant certifications (weighting added for specific roles). Examples include:
• CCNP or equivalent certification
• CCNA certification required; CCNP in Security or PCNSE good to have
• Microsoft Certified: Azure Administrator Associate
• AWS Certified: Solutions Architect Associate
• Veeam Certified Engineer
• VMware certified Professional: Data Centre Virtualization, Zerto, Pure, VxRail
• Google Cloud Platform (GCP)
• Oracle Cloud Infrastructure (OCI)
• SAP Certified Technology Associate – OS DB Migration for SAP NetWeaver 7.4
• SAP Technology Consultant
• SAP Certified Technology Associate – SAP HANA 2.0
• Oracle Cloud Infrastructure Architect Professional
• IBM Certified System Administrator – WebSphere Application Server Network

Required Experience

• Moderate level years of relevant managed services experience handling cross-technology infrastructure.
• Moderate level knowledge of ticketing tools, preferably ServiceNow.
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or 3rd parties.

Workplace Type

On-site.

Equal Opportunity Statement

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.