L2 Cross-Tech MSP Engineer – Incident & Change Mgmt

NTT Limited; Cyberjaya; On-site; MYR 72,000 - 108,000; Full time

Job summary

NTT DATA in Malaysia is seeking a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure and systems. You will monitor, investigate, and resolve incidents, manage queues, and ensure service levels with clear ticket updates.

You'll collaborate with teams and vendors, execute changes with risk awareness, contribute to automation, and support disaster recovery efforts, while delivering a reliable, customer-focused experience.

Qualifications

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and experience working with vendors and third parties.
• Proficiency in planning activities and projects, taking changing circumstances into account.
• Ability to work longer hours when necessary and adapt to changing circumstances with ease.
• Proven ability to communicate effectively and work across different cultures and social groups.
• Positive outlook and ability to work well under pressure.
• Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.
• Bachelor's degree in IT/Computing or equivalent work experience.

Responsibilities

• Monitor and manage client IT infrastructure and systems to maintain uptime.
• Investigate, resolve, and document incidents and problems within SLAs; update tickets.
• Execute changes with risk awareness and contribute to change management through documentation.
• Collaborate with internal teams and vendors to provide second-level support.
• Identify automation opportunities and participate in DR/testing when required.
• Assist in audits of tickets for quality and contribute to project work.

Skills

Cross-technology infra

ServiceNow

ITIL processes

Vendor coordination

Project planning

Communication across cultures

Resilience under pressure

Client-first mindset

Education

Bachelor's degree in IT/Computing

Tools

ServiceNow

Job description

NTT DATA in Malaysia is seeking a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure and systems. You will monitor, investigate, and resolve incidents, manage queues, and ensure service levels with clear ticket updates.

You'll collaborate with teams and vendors, execute changes with risk awareness, contribute to automation, and support disaster recovery efforts, while delivering a reliable, customer-focused experience.