MS Engineer L2, Network

NTT DATA BUSINESS SOLUTIONS; Chennai District; 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 IT infrastructure and resolve complex incidents. You will monitor systems, analyze issues, and restore services to ensure client satisfaction.

The role involves collaboration with multiple teams, change management, and disaster recovery support. The position requires experience in managed services, strong communication, and the ability to adapt to changing environments.

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 to 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.

Responsibilities

• Manage work queues, incidents, and requests within SLAs and update tickets with actions taken.
• Identify, analyze, and log issues before escalation to maintain service quality.
• Collaborate with other teams and clients to provide second-level support and ensure efficient problem resolution.
• Execute changes meticulously, assess risks, and document change management activities.
• Audit incident and request tickets for quality and identify automation opportunities to improve efficiency.
• Handle client escalations professionally and assist in disaster recovery tasks when needed.
• Support automation teams and assist L1 engineers to optimize workflows.
• Contribute to various projects, ensuring changes are approved and managing high-pressure situations calmly.

Skills

Cross-technology infrastructure

ServiceNow ticketing

Vendor coordination

Communication

Problem solving under pressure

Project planning

Team collaboration

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 escalated, 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.

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.

Workplace type

On-site Working

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 to 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.