Senior AX Technical Consultant

NTT DATA BUSINESS SOLUTIONS; Hyderabad; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA is seeking a Cross Technology Managed Services Engineer (L2) in Hyderabad to maintain IT infrastructure and systems, proactively monitor, investigate, and resolve incidents to ensure client satisfaction.

Role focuses on managing queues, adhering to SLAs, and collaborating with teams and clients for effective second-level support, changes, and documentation. Hybrid work setup in India is offered.

Qualifications

• Experience in managed services roles handling cross-technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and working with vendors/third parties.
• Strong planning skills and ability to adapt to changing circumstances.
• Willingness to work longer hours when necessary and collaborate across cultures.

Responsibilities

• Your day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken.
• Identify, analyse, and log issues before they escalate to maintain service quality.
• Collaborate with other teams and clients to provide second-level support and efficient problem resolution.
• Execute changes meticulously, mitigate risks, and contribute to change management with documentation.
• Audit incident and request tickets for quality, propose improvements, and identify automation opportunities.
• Handle client escalations professionally and assist in disaster recovery tests when needed.
• Work with automation teams and support L1 Engineers to optimize efforts.
• Contribute to various projects, ensuring changes are approved and maintain a positive outlook under pressure.

Education

Bachelor's degree in IT/Computing

Equivalent work experience

Tools

ServiceNow

ITIL

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 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.


• Working within our diverse and inclusive environment, 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.

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 into 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.

Workplace type

Hybrid Working