Technical Specialist MS - Middleware

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

NTT Data in Mumbai seeks an experienced Cross Technology Managed Services Engineer (L3) to deliver proactive incident resolution and sophisticated support across Cloud, Security, Networking and Applications. You will mentor teammates, optimize operations, and ensure client SLAs are met with a focus on quality and reliability.

Ideal candidates will have extensive Managed Services exposure, strong ITIL knowledge, vendor coordination skills, and the ability to communicate effectively across diverse

Qualifications

• Extensive Managed Services experience across cross-technology infra.
• Strong understanding of ITIL processes and procedures.
• Experience working with vendors or third parties.
• Excellent communication across cultures and stakeholders.
• Strong planning and multi-tasking under pressure.
• Active listening and adaptability to client needs.
• Bachelor’s degree in IT/Computing or equivalent work experience.

Responsibilities

• Provide proactive incident resolution, reviews and operational improvements while managing high-complexity tickets and ensuring SLA adherence.
• Mentor junior team members across Cloud, Security, Networking and Applications.
• Conduct checks, apply monitoring tools, respond to alerts, log incidents with details, analyze, assign and escalate.
• Identify opportunities for optimization and automation; provide continuous feedback to clients.
• Create knowledge articles for frequent tasks and train juniors; coordinate with automation teams.
• Engage with third-party vendors and keep systems and portals updated as prescribed.
• Coach L2 teams on advanced troubleshooting and support disaster recovery initiatives.

Skills

Managed Services

ITIL

Vendor management

Cross-Technology

Communication

Planning

Problem solving

Education

Bachelor's degree in IT/Computing

Job description

Job Summary

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 (L3) at NTT Data, your primary role will be to provide exceptional service to our clients by proactively identifying and resolving technical incidents. You will ensure that client infrastructure is configured, tested, and operational, leveraging your deep technical expertise to solve complex problems and enhance our service quality.

Responsibilities

• Part of your Responsibilities will entail pre-emptive service incident resolution, product reviews, and operational improvements. You will manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions.
• Your role will also involve mentoring junior team members and working across various technology domains such as Cloud, Security, Networking, and Applications.
• You will conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems. Logging incidents with the required level of detail, you will analyse, assign, and elevate support calls.
• Additionally, you will proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.
• Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.
• You will engage with third-party vendors when necessary and keep systems and portals updated as prescribed.
• As a senior engineer, you will coach L2 teams on advanced troubleshooting techniques and support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines.

Workplace Type

On-site Working

Requirements

• Extensive Managed Services experience handling complex cross-technology infrastructure.
• Strong understanding of ITIL processes.
• Proven experience working with vendors and/or third parties.
• Ability to communicate and work across different cultures and social groups.
• Effective planning skills, even in changing circumstances.
• Positive outlook and ability to work well under pressure.
• Active listening skills and adaptability to changing client needs.
• Client-focused approach to create positive client experiences throughout their journey.
• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).