Senior Associate Engineer, Managed Services

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

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 escalation, 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.

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from a @nttdata.com email address. If you suspect any fraudulent activity, please contact us ([e-mail]) .