Windows Engineer - L3

Dimension Data Solutions Limited (Kenya); Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

NTT DATA is hiring a Cross Technology Managed Services Engineer (L3) in Mumbai to deliver proactive incident resolution and ensure high-quality client support across Cloud, Security, Networking, and Applications.

You will mentor L2 teams, author knowledge articles, and collaborate with vendors while adhering to SLAs and client requirements. A strong ITIL background and a degree in IT/Computing are expected.

Qualifications

• Extensive Managed Services experience with cross-technology infrastructure.
• Strong ITIL process knowledge.
• Experience working with vendors/third parties.
• Ability to communicate across cultures and social groups.
• Effective planning and organization under changing circumstances, even under pressure.
• Proactive customer focus and solution-oriented mindset.
• Bachelor's degree or equivalent in IT/Computing or demonstrable equivalent work experience.

Responsibilities

• Provide proactive incident resolution for complex cross-technology infrastructure across Cloud, Security, Networking and Applications.
• Mentor L2 teams and coach junior engineers on advanced troubleshooting techniques.
• Create knowledge articles for frequent tasks and train junior team members.
• Engage with third-party vendors and ensure adherence to client requirements and SLAs.

Skills

Managed services experience

ITIL knowledge

Vendor management

Cross-cultural communication

Planning and organizing

Resilience under pressure

Active listening

Client-centric approach

Bachelor's degree in IT/Computing

Education

Bachelor's degree in IT/Computing

Job description

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.

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.

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.

To thrive in this role, you need to have:

• 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

About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.