Senior Associate Engineer, Managed Services

NTT DATA, Inc.; Cyberjaya; On-site; MYR 90,000 - 120,000; Full time

Job summary

NTT DATA, Inc. seeks a Cross Technology Managed Services Engineer (L2) in Cyberjaya, Malaysia. In this role, you will be crucial in maintaining IT infrastructure, addressing incidents, and supporting clients. You should hold a Bachelor's degree in IT/Computing and demonstrate knowledge of ITIL processes and ticketing tools like ServiceNow. The position requires a positive attitude, effective communication, and the ability to work well under pressure in an on-site environment.

Responsibilities

• Maintain clients' IT infrastructure and systems.
• Manage work queues and address incidents within SLAs.
• Collaborate with teams and clients for second-level support.
• Execute changes and contribute to change management.
• Audit incident and request tickets for quality.

Skills

Moderate-level experience in managed services roles handling cross-technology infrastructure

Knowledge of ticketing tools, preferably ServiceNow

Familiarity with ITIL processes

Ability to work under pressure

Effective communication across cultures

Education

Bachelor's degree in IT/Computing or equivalent work experience

Job description

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You will be the go-to person to restore services and ensure our clients' satisfaction.

Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analyzing, and logging issues before they escalation, you will be instrumental in maintaining service quality. You will also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.

You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you will handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.

Working within our diverse and inclusive environment, you will help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

To Thrive in This Role, You Need to Have:

• 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.

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.