Technical Specialist MS - Oracle Database

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 180,000 - 280,000; Full time

Job summary

NTT DATA is seeking a Cross Technology Managed Services Engineer (L3) in Mumbai to provide exceptional service to clients by proactively identifying and resolving complex incidents. You will ensure customer infrastructure is configured, tested, and operational, leveraging deep technical expertise to enhance service quality.

The role involves managing high-complexity tickets, mentoring junior staff, and coordinating with Cloud, Security, Networking, and Applications teams, while continuously

Qualifications

• 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.

Responsibilities

• Pre-emptive service incident resolution, product reviews, and operational improvements.
• Manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions.
• Mentor junior team members and work across various technology domains such as Cloud, Security, Networking, and Applications.
• Conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems.
• Logging incidents with the required level of detail; analyse, assign, and elevate support calls.
• Proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.
• 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.
• Engage with third-party vendors when necessary and keep systems and portals updated as prescribed.
• As a senior engineer, 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.

Skills

Managed Services

ITIL processes

Vendor management

Cross-technology infra

Cross-cultural communication

Planning under pressure

Client-focused approach

Active listening

Education

Bachelor's degree in IT/Computing

Job description

Job Summary

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

• Pre-emptive service incident resolution, product reviews, and operational improvements.
• Manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions.
• Mentor junior team members and work across various technology domains such as Cloud, Security, Networking, and Applications.
• Conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems.
• Logging incidents with the required level of detail; analyse, assign, and elevate support calls.
• Proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.
• 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.
• Engage with third-party vendors when necessary and keep systems and portals updated as prescribed.
• As a senior engineer, 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.

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).

Workplace type

On-site Working