Cross Technology Managed Services Engineer (L3)

NTT Communications; Kuala Selangor; On-site; MYR 110,000 - 170,000; Full time

Job summary

NTT DATA is seeking a Cross Technology Managed Services Engineer (L3) to deliver proactive incident resolution and ensure client infrastructure is configured, tested, and operational.

You will mentor junior engineers, collaborate across Cloud, Security, Networking and Applications, and drive automation while keeping SLA targets in sight.

Qualifications

• Extensive managed services experience across cross-technology infrastructure.
• Strong understanding of ITIL processes and best practices.
• Proven experience coordinating with vendors or third parties.
• Ability to communicate across cultures and adapt to client needs.

Responsibilities

• Provide proactive incident resolution and ensure client infrastructure is configured, tested, and operational.
• Manage high-complexity tickets, perform advanced tasks, and ensure SLA targets are met.
• Mentor junior team members and collaborate across Cloud, Security, Networking and Applications.
• Create knowledge articles for common tasks and feed automation initiatives.
• Engage with third-party vendors and support project delivery, DR functions, and optimization.

Skills

Managed Services

ITIL

Vendor management

Cross-cultural communication

Planning under pressure

Mentoring juniors

Client focus

Education

Bachelor's degree in IT/Computing

Job description

Cross Technology Managed Services Engineer (L3)

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

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.

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

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.