MS Engineer - SQL

NTT Limited; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

NTT DATA in Mumbai invites applications for a Cross Technology Managed Services Engineer (L1). You will be the first point of contact, ensuring IT infrastructure stays operational and customers receive prompt support.

Responsibilities include monitoring systems, triaging first-line incidents, providing telephonic or chat support, implementing patches and configuration changes, and aiding disaster recovery tasks.

Qualifications

• Entry-level troubleshooting and support experience in security, network, data centre, systems or storage within a medium to large ICT organisation.
• Basic knowledge of management agents, redundancy concepts and ITIL processes.
• Ability to handle day-to-day tickets, follow SOPs and use ITSM tools.
• Bachelor's degree in IT or Computing or equivalent experience.

Responsibilities

• Monitor client infrastructure and identify problems before or as they occur.
• Provide first-line incident and service request support via phone, chat or ITSM tickets.
• Patching and configuration changes to ensure smooth operation of client systems.
• Work across Cloud, Security, Networking, Applications or Collaboration domains.
• Contribute to disaster recovery tests and maintain knowledge articles.

Skills

Troubleshooting

ITIL processes

Ticket handling

ITSM tools

Cross-cultural communication

Active listening

Customer focus

Education

Bachelor's degree in IT or Computing

Tools

ITSM platforms

Monitoring tools

Job description

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 – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational.

You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low‑complexity incidents and service requests. Your aim? To ensure zero missed service level agreement conditions.

Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur. You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most. Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.

You will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration. Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimisation, and supporting project work as needed. Additionally, you will contribute to disaster recovery functions and tests, ensuring our clients' DATA is safe and sound. Shift changes are made seamless with your careful handovers, ensuring service continuity. You will report and expand incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests. With each interaction, you will aim to provide a positive client experience, placing their needs at the forefront of all you do.

To thrive in this role, you need to have:

• Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling of tickets on day‑to‑day basis.
• Act promptly as per defined Sop’s.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client‑centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurised environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).

Workplace type: On‑site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centres and application services. Our consulting and industry solutions help organisations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centres as well as established and start‑up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organisations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!