Senior Engineer, Backup

NTT America, Inc.; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NTT DATA is seeking an L2 Cross Technology Managed Services Engineer to maintain client IT infrastructure, resolve incidents, and support change processes. The role emphasizes proactive monitoring, incident resolution, and collaboration with multi-disciplinary teams to ensure service quality.

You will work on ticketing and change documentation, participate in disaster recovery tests, and help automate routine tasks while adapting to evolving client needs and schedules.

Qualifications

• Moderate-level experience in managed services handling cross-technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and working with vendors/third parties.
• Proficiency in planning activities and projects, considering changing circumstances.
• Ability to work longer hours when necessary and adapt to changing circumstances.
• Proven ability to communicate effectively across cultures and social groups.
• Positive outlook and ability to work well under pressure.
• Commitment to placing clients at the forefront of interactions and ensuring a positive experience.

Responsibilities

• Monitor and manage IT infrastructure and systems to resolve incidents and problems.
• Address incidents and requests within SLAs and update tickets with actions taken.
• Execute changes meticulously and document them for risk mitigation and audits.
• Audit tickets for quality and identify automation opportunities to improve efficiency.
• Handle client escalations with professionalism and support disaster recovery tests when needed.
• Collaborate with automation teams and L1 engineers to optimize operations.
• Contribute to projects ensuring changes are approved and properly communicated.

Skills

Managed services

Ticketing tools

ITIL processes

Project planning

Flexibility & overtime

Cross-cultural communication

Client focus

Education

Bachelor's degree in IT/Computing or equivalent

Tools

ServiceNow

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 (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.

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 escape, 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.

To thrive in this role, you need to have:

• 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

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