Senior MS Engineer - Datacenter Management

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

NTT Data is seeking a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure and systems. You will monitor, identify, investigate, and resolve incidents, restoring services and ensuring client satisfaction.

You will manage queues and collaborate with teams for second-level support while documenting changes and ensuring adherence to SLAs. A strong focus on quality, automation opportunities, and professional client interactions is expected.

Qualifications

• Experience in managed services handling cross-technology infrastructure.
• Familiarity with ITIL processes and vendor interactions.
• Ability to plan activities and adapt to changing priorities.

Responsibilities

• Manage work queues, incidents and requests within SLAs and update tickets.
• Identify, analyze and log issues before escalation to maintain quality.
• Collaborate with teams and clients for second-level support and resolution.
• Execute changes meticulously with risk-mitigation and proper documentation.
• Audit tickets for quality; propose improvements and automation tasks.
• Handle client escalations and assist in disaster recovery tests as needed.
• Work with automation teams and L1 Engineers to optimize processes.
• Contribute to various projects and ensure changes are approved.

Skills

Managed services

Cross-technology infra

Customer communication

Adaptability

Education

Bachelor's degree in IT/Computing

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.

Responsibilities

• 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.

Workplace type

On-site

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.

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.