Cloud And Continuity Ms Engineer (L2)

Findojobs South Africa; South Africa; Hybrid; ZAR 300,000 - 400,000; Full time

Job summary

A trusted global innovator of business services is seeking a Cross Technology Managed Services Engineer to support IT infrastructure and improve service quality. Responsibilities include incident management and collaboration with teams for effective problem resolution. The ideal candidate will have a Bachelor's degree in IT and relevant managed services experience. This position offers a hybrid work model, enhancing work-life balance.

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.

Responsibilities

• Maintain clients' IT infrastructure and systems.
• Proactively monitor, identify, and resolve technical incidents.
• Collaborate with teams to provide second-level support.

Skills

Managed services roles

Knowledge of ticketing tools

Familiarity with ITIL processes

Effective communication

Ability to work under pressure

Education

Bachelor's degree in IT / Computing

Tools

ServiceNow

Microsoft Certified: Azure Administrator Associate

AWS Certified: Solutions Architect Associate

Veeam Certified Engineer

VMware Certified Professional

Job description

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 escalate, 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.

Academic Qualifications and Certifications :

• Bachelor's degree or equivalent qualification in IT / Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
• Relevant certifications include (but not limited to):
• Microsoft Certified : Azure Administrator Associate
• AWS Certified : Solutions Architect Associate
• Veeam Certified Engineer
• VMware Certified Professional : Data Center Virtualization
• Zerto, Pure, VxRail
• Google Cloud Platform (GCP)
• Oracle Cloud Infrastructure (OCI)

Required experience :

• Moderate level years of relevant managed services experience handling cross-technology infrastructure.
• Moderate level knowledge in ticketing tools, preferably ServiceNow.
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or third parties.

Workplace type : Hybrid 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. Apply today.