Senior Engineer MS - Network L2

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

Job summary

NTT DATA in Mumbai seeks a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure. You will monitor, identify, investigate, and resolve incidents and problems, aiming to restore services and ensure client satisfaction.

Your day includes managing queues, handling incidents within SLAs, updating tickets, and logging issues before escalation. You will perform changes with risk assessment, document processes, and contribute to change management while collaborating with

Qualifications

• Moderate experience in managed services handling cross-technology infrastructure.
• Familiar with ticketing tools, preferably ServiceNow.
• Knowledge of ITIL processes and working with vendors/third parties.
• Proven ability to plan activities and projects with changing circumstances.
• Ability to work longer hours when necessary and under pressure.
• Excellent communication across cultures and client-centric mindset.

Responsibilities

• Manage work queues, incidents and requests within SLAs and update tickets.
• Identify, analyse and log issues to prevent escalations and maintain quality.
• Execute changes with risk assessment and contribute to change management.
• Audit incident tickets for quality and identify automation opportunities.
• Handle client escalations professionally and assist in disaster recovery tests.
• Collaborate with automation teams and support L1 Engineers on projects.

Skills

Cross-Technology MSP experience

SLA management

Stakeholder communication

Planning & coordination

Adaptability

Team collaboration

Education

Bachelor's degree in IT/Computing or equivalent

Tools

ServiceNow

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.

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 escalate, 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

On-site