Networking Managed Services Engineer (L2)

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

Job summary

NTT DATA BUSINESS SOLUTIONS in Hyderabad is seeking a Networking Managed Services Engineer (L2). You will monitor, investigate, and resolve incidents to keep client IT infrastructure operational and in line with SLAs.

You will handle second-line support, reviewing tickets, and applying technical expertise for efficient resolutions. You will also engage with cross-functional teams on changes, automation, and project work as needed.

Qualifications

• Networking operations and incident management experience.

Responsibilities

• Review client requests and tickets, apply expertise to resolve incidents of medium complexity.
• Provide second-line support and escalation handling to ensure services are restored per SLAs.
• Monitor work queues, log actions, and communicate with clients and teams to coordinate changes.
• Assist in change management, disaster recovery tasks, and automation initiatives to reduce tickets.

Job description

Job Summary

• 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 escalat will be a key part of your role. You'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.
• As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift. When needed, you'll escalati tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.
• 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.