Senior MS Engineer - Windows (L2)

NTT DATA, Inc.; Mumbai; Hybrid; INR 600,000 - 800,000; Full time

Job summary

NTT DATA, Inc. is seeking a Cross Technology Managed Services Engineer (L2) in Mumbai to maintain client IT infrastructure and systems effectively. In this role, you will be responsible for incident management, ensuring service quality, and collaborating with teams for seamless problem resolution.

The ideal candidate will have moderate experience in managed services, proficiency in ticketing tools like ServiceNow, and a commitment to client satisfaction. Contribute to a diverse and inclusive workplace while thriving in a hybrid working environment.

Qualifications

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• A proven ability to communicate effectively across different cultures and social groups.
• Ability to adapt to changing circumstances and work under pressure.

Responsibilities

• Manage work queues, addressing incidents and requests within SLAs.
• Collaborate with teams and clients to provide second-level support.
• Audit incident tickets for quality and recommend improvements.

Skills

Managed services experience

Ticketing tools, ServiceNow

ITIL process knowledge

Effective communication

Cultural adaptability

Client-focused mentality

Education

Bachelor's degree in IT/Computing or equivalent experience

Job description

Cross Technology Managed Services Engineer (L2)

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 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.

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

Workplace type: Hybrid Working

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.