Cross-Tech MSP Engineer (L2) — Incident & Service Delivery

NTT DATA, Inc.

Cyberjaya

Sur place

MYR 36 000 - 52 000

Plein temps

14 jours+

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Résumé du poste

NTT DATA, Inc. is seeking an experienced Cross Technology Managed Services Engineer (L2) in Malaysia. The role focuses on maintaining client IT infrastructure, proactive incident handling, and second-level support across diverse technologies.

You will oversee ticketing, change execution, and quality audits while collaborating with vendors and internal teams. Your day includes monitoring queues, resolving incidents within SLAs, and contributing to automation and disaster recovery activities.

Qualifications

Moderate-level experience in managed services roles handling cross-technology infrastructure.
Proficiency with ticketing tools, preferably ServiceNow.
Familiarity with ITIL processes and working with vendors/third parties.
Strong planning and project-management capabilities.
Willingness to work longer hours when needed.
Excellent communication across cultures and teams.
Commitment to client-centric service delivery.
Bachelor's degree in IT/Computing or equivalent work experience.

Responsabilités

Monitor and manage incidents and requests to meet SLAs.
Maintain and update incident tickets with actions taken.
Provide second-level support in collaboration with other teams and clients.
Execute changes with risk assessment and proper documentation; contribute to change management.
Audit incidents and requests for quality; identify improvements and automation opportunities.
Handle client escalations professionally and support disaster recovery tests as needed.
Collaborate with L1 engineers and automation teams to optimize support processes.
Contribute to various projects ensuring changes are properly approved and communicated.