L2 Cross-Technology MSP Engineer | Incident & Automation

NTT America, Inc.; Cyberjaya; On-site; MYR 78,000 - 123,000; Full time

Job summary

NTT DATA in Cyberjaya, Malaysia is seeking a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure, monitor incidents, and resolve problems. You will manage queues, update tickets, and provide robust second-level support while coordinating with teams and vendors to ensure service quality.

The role requires ITIL familiarity, experience with cross-technology environments, and strong planning skills.

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 incidents and requests to meet SLAs.
• Log, track, and update tickets with actions taken.
• Provide second-level support and collaborate with other teams and clients.
• Execute changes with risk mitigation and detailed documentation.
• Audit incident and request tickets for quality; identify improvements.
• Identify tasks for automation to improve efficiency and reduce manual work.
• Handle client escalations professionally and assist in disaster recovery tests.
• Support L1 Engineers and contribute to various projects under change control.

Skills

Cross-technology infra

ServiceNow

ITIL processes

Vendor management

Project planning

Cross-cultural comms

Client focus

Education

Bachelor's degree IT/Computing

Job description

NTT DATA in Cyberjaya, Malaysia is seeking a Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure, monitor incidents, and resolve problems. You will manage queues, update tickets, and provide robust second-level support while coordinating with teams and vendors to ensure service quality.

The role requires ITIL familiarity, experience with cross-technology environments, and strong planning skills.