Senior Associate Engineer, Managed Services

NTT DATA, Inc.; Cyberjaya; On-site; MYR 36,000 - 52,000; Full time

Job summary

NTT DATA, Inc. is seeking an experienced Cross Technology Managed Services Engineer (L2) in Malaysia. The role focuses on maintaining client IT infrastructure, proactive incident handling, and second-level support across diverse technologies.

You will oversee ticketing, change execution, and quality audits while collaborating with vendors and internal teams. Your day includes monitoring queues, resolving incidents within SLAs, and contributing to automation and disaster recovery activities.

Qualifications

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Proficiency with ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and working with vendors/third parties.
• Strong planning and project-management capabilities.
• Willingness to work longer hours when needed.
• Excellent communication across cultures and teams.
• Commitment to client-centric service delivery.
• Bachelor's degree in IT/Computing or equivalent work experience.

Responsibilities

• Monitor and manage incidents and requests to meet SLAs.
• Maintain and update incident tickets with actions taken.
• Provide second-level support in collaboration with other teams and clients.
• Execute changes with risk assessment and proper documentation; contribute to change management.
• Audit incidents and requests for quality; identify improvements and automation opportunities.
• Handle client escalations professionally and support disaster recovery tests as needed.
• Collaborate with L1 engineers and automation teams to optimize support processes.
• Contribute to various projects ensuring changes are properly approved and communicated.

Skills

Cross-technology infrastructure

Managed services

Vendor coordination

ITIL processes

Communication

Disaster recovery

Education

Bachelor's degree in IT/Computing

Tools

ServiceNow

Job description

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.

Your day at NTT DATA

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'll 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, analysing, and logging issues before they escalated, you'll be instrumental in maintaining service quality. You'll 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'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.

Working within our diverse and inclusive environment, you'll 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

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.