Cross Technology Managed Services Engineer (L3)

NTT DATA, Inc.; Petaling Jaya; On-site; MYR 90,000 - 150,000; Full time

Job summary

NTT DATA, Inc. is seeking a Cross Technology Managed Services Engineer (L3) in Malaysia to provide top-tier incident resolution and proactive service improvements.

You will ensure client infrastructure is configured, tested, and operational, drawing on deep technical expertise to solve complex issues and elevate service quality. You will mentor junior colleagues, work across Cloud, Security, Networking, and Applications, and contribute to automation, knowledge articles, and cross-team

Qualifications

• Experience in managing complex cross-technology infrastructure within a managed services context.
• Solid understanding of ITIL processes and service management practices.
• Proven ability to work with vendors and third parties effectively.
• Strong communication across cultures and organizations.
• Excellent planning and prioritization under pressure.
• Adaptability to changing client needs and environments.
• Active listening with a client-focused approach to outcomes.

Responsibilities

• Provide proactive incident resolution and manage high-complexity tickets.
• Log, analyze, assign and expedite support calls while meeting SLAs.
• Mentor junior team members and work across Cloud, Security, Networking, and Apps.
• Create knowledge articles and train juniors; suggest automation opportunities.
• Engage with third-party vendors and support project delivery and DR functions.

Skills

Managed services experience

ITIL processes

Vendor management

Cross-cultural communication

Planning under pressure

Adaptability

Active listening

Client-focused mindset

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.

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.

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 expedite 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.