Platform Support Engineer (L3)

NTT DATA BUSINESS SOLUTIONS; Hyderabad; Hybrid; INR 900,000 - 1,800,000; Full time

Job summary

NTT DATA is seeking a Platform Support Engineer (L3) in Hyderabad to act as a seasoned subject matter expert, delivering customer-facing technical support across incident, change, and service processes. You will guide colleagues, mentor junior team members, and engage cross-functionally to improve tools and resolution times.

Required are strong cloud/web app knowledge, ITIL awareness, and solid Java basics with XML/JSON/RegEx proficiency.

Qualifications

• Bachelor's degree in IT or CS or related field.
• ITIL certification is preferred.
• Seasoned experience providing customer-facing technical support.
• Experience with ServiceNow ITSM/ITOM/CSM/FSM is desirable.
• Strong troubleshooting and root cause analysis skills.
• Proficiency in XML/JSON/RegEx for config tweaks.
• Basics of Java or object-oriented programming.

Responsibilities

• Provides support to users/administrators of the company platform.
• Supports and contributes to best practices for delivery of support services.
• Understanding of platform, cloud tech, and troubleshooting for issue resolution.
• Acts as customer advocate, managing incidents/escalations with minimal supervision.
• Collaborates with operations and engineering to improve tools and processes.

Skills

Customer support

ServiceNow ITSM/ITOM/CSM/FSM

Java (basic)

XML/JSON/RegEx

Log analysis

Communication skills

ITIL knowledge

Education

Bachelor's degree in IT/CS

ITIL certification

Tools

ServiceNow platform

Monitoring tools (SCOM, Solarwinds)

Email infrastructure

Web services REST/SOAP

LDAP authentication

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 its a place where you can grow, belong and thrive.

Your day at NTT DATA

The Platform Support Engineer (L3) is a seasoned subject matter expert who exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers.

Key responsibilities:

• Provides support to users/administrators of the company platform.
• Supports and contributes to the growth of best practices for delivery of support services.
• Ensures understanding of company platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.
• Engages with the cross functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
• Mentors less experienced team members in the various technologies.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Seasoned working knowledge of the components in cloud/web applications.
• Seasoned understanding network monitoring connectors such as SCOM, Solarwinds etc.
• Seasoned understanding of SNMP traps and MIBs/OIDs.
• Seasoned understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx).
• Seasoned understanding of the HTTP/HTTPS Request and Response Cycle.
• Seasoned understanding of database concepts.
• Seasoned understanding of ITSM, CMDB and ITIL business process.
• Excellent troubleshooting/root cause isolation skills.
• Must be proficient with analyzing log files and standard debugging concept.
• Seasoned familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management.
• Seasoned understanding of email infrastructure/protocols.
• Seasoned understanding of Web Services REST and SOAP and Authentication mechanisms Single Sign-on, LDAP.
• Must have basic object-oriented programming skills (Java strongly preferred).
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.
• Ability to multi-task and work with high-value customer administrators and developers.
• Should be a team player working efficiently in a collaborative environment.
• Strong personal commitment to quality and customer service.
• Proven ability to maintain a professional demeanor when handling complex user issues.

Academic qualifications and certifications:

• Bachelors degree or equivalent in Information Technology or Computer Science or related field.
• Relevant ITIL certification.

Required experience:

• Seasoned experience providing customer facing technical support.
• Seasoned demonstrated experience providing web development support is highly desirable.
• Seasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM).

Workplace type:

Hybrid 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 worlds leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations 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 centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in RD.

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. Join our growing global team and accelerate your career with us.