MS Engineer (L2)

Applicable Limited; Petaling Jaya; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Managed Services Cross Technology Engineer (L2) to provide server infrastructure support and incident resolution. This position involves project management, working closely with clients to ensure their requirements are met, and collaborating with multi-disciplinary teams in a dynamic environment.

Qualifications

• Experience in server infrastructure support for clients.
• Technical knowledge across multiple technology domains.
• Ability to troubleshoot and resolve incidents effectively.

Responsibilities

• Perform project management and incident resolution for client infrastructure.
• Provide second-line support and manage escalations as needed.
• Collaborate with teams to ensure technical designs meet business needs.

Job description

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.

Grow Your Career with NTT DATA

Principal Responsibilities
• Perform project management for implementation work in the requested time-frame,
including design, device configuration, vendor control and documentation.
• Facilitating escalation management e.g. status update to customer, fault report etc.
• Responsible for server high-level and detailed design, implementation, operations,
troubleshooting and issue resolution
• Escalate to Principal for 3rd level support where required. However, he/she shall take full
ownership of problem until final resolution to customer’s satisfaction.
• Proactively involve in major account planning e.g. spares availability, customer network
information, improvement plan etc.
• Study new IT technology / create new solutions to provide better IT services.

Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).

The Managed Services Cross Technology Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

What you'll be doing

Job Purpose

• To provide Server infrastructure support services to client.

• Provide onsite assistance to NTT global operation team on the on-prem infrastructure.

• Ensure that SLAs are met, and client satisfaction is achieved.

• Provide immediate assistance on the on-prem infrastructure related incident call.

• Assist the other team to resolve the technical issue within the service level target.

• Acts as 2nd level onsite support engineer to NTT global cloud operation team in reactively supporting designated customer’s application system and on prem infrastructure to ensure all incidents reported are resolved promptly

• Coordinating third party suppliers attending on-site to perform break/fix and/or change functions to on-site server infrastructure.

• Assist NTT SCOE team to escalate to Microsoft or other principal for 3rd level support where required. However, he/she shall take full ownership of problem until final resolution to client’s satisfaction.

• Proactively involve in providing change and patch management advice to client so as to achieve maximum system availability.

• Perform housekeeping and maintenance procedures for all servers, their operating systems, layered products, and middleware environments which not supported by NTT cloud operation team to ensure they are optimized for performance.

• Assist the NTT cloud operation Team with any incident/problem investigations, analysis, and resolution tasks where required. Responsible for Level 2 and Level 3 incident resolution within require service levels.

• Implement Production Changes/Releases where on-site implementation is required. Sensitivity Label: General

• On-call and out-of-hours support will be required at times e.g. For Severity One/Two Incidents and Change implementations.

• Perform other functions as directed by Technical Lead.

• For Production Change/Release, represent the Managed Services Delivery Team at Change/Release meetings, providing input to technical impact of changes, documenting Implementation Plans and Back-Out Plans, testing plans to ensure their accuracy and providing advice and guidance to remote and onsite Delivery team members about changes.

• Assist and collaborate with Client to provide assistance with comprehensive understanding of client requirements.

• Support, assist client in project related activities e.g. POC (proof of concept, demonstration, server related project implementation)

• Work closely with the client during the solution design phase of an engagement to ensure that the technical design matches to the business requirements and outcomes.

• Participates in project-specific technical teams.

• Develops, monitors client relationships and status of ongoing engagements and projects.

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. Accelerate your career with us. Apply today