Senior Engineer - MS, Windows & VMware

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai seeks a Cross Technology Managed Services Engineer (L2) to monitor, diagnose, and resolve incidents across multi-technology infrastructure, ensuring uptime and client satisfaction.

You will manage queues, handle incidents within SLAs, document actions, and collaborate with vendors and internal teams for effective problem resolution, changes, and disaster recovery support.

Qualifications

• 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.

Responsibilities

• Manage work queues and address incidents and requests within agreed SLAs.
• Update tickets with actions taken and maintain thorough documentation.
• Identify, analyze, and log issues before escalation to ensure quality service.
• Collaborate with other teams and clients to provide second-level support and efficient problem resolution.
• Execute changes meticulously, assess risks, and contribute to change management with documentation.
• Audit incident and request tickets for quality, recommend improvements, and identify automation opportunities.
• Handle client escalations professionally and assist in disaster recovery functions and tests when necessary.
• Support L1 Engineers, work with automation teams, and contribute to projects to ensure changes are approved and implemented smoothly.

Skills

Cross-technology infrastructure

Incident and problem management

Client-focused service

Communication across cultures

Education

Bachelor's degree in IT/Computing

Tools

ServiceNow

Job description

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 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.

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