Cross Technology Managed Services Engineer (L3)

NTT Limited; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

NTT DATA in Malaysia 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 leverage deep technical expertise to solve complex problems and elevate service quality.

You will mentor junior colleagues while collaborating with Cloud, Security, Networking, and Applications teams, applying monitoring tools and optimizing processes for clients across diverse environments.

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.
• Positive outlook and ability to work well under pressure.
• Client-focused approach to create positive client experiences.
• Bachelor's degree or equivalent qualification in IT/Computing.

Responsibilities

• Pre-emptive service incident resolution, product reviews, and operational improvements.
• Manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring SLA conditions.
• Mentor junior team members and work across Cloud, Security, Networking, and Applications.
• Conduct necessary checks, apply monitoring tools, and respond to alerts; identify issues early.
• Log incidents with detail; analyse, assign, and escalate support calls.
• Identify opportunities for optimization and automation; provide feedback to clients and affected parties.
• Create knowledge articles for frequent tasks/issues and train junior members.
• Provide inputs to automation teams to reduce manual efforts.
• Engage with third-party vendors when necessary and keep systems updated.
• Coach L2 teams on advanced troubleshooting and support delivery of projects and DR functions.

Skills

Managed Services

ITIL processes

Vendor management

Cross-cultural communication

Planning under pressure

Active listening

Client focus

Education

Bachelor's degree in IT/Computing

Job description

About the role

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.

Key responsibilities

• 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 ***escalate*** 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.

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

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 A 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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!