IT Operations & Incident Response Engineer (L2)

Shoprite Group Of Companies; South Africa; On-site; ZAR 420,000 - 650,000; Full time

Job summary

NTT DATA is seeking a Managed Services Engineer (L2) to provide second‑line support for client IT infra across multiple domains including Cloud, Security, Networking, and Applications. The role emphasizes proactive incident handling, knowledge capture, and cross‑team collaboration.

The engineer will monitor queues, resolve incidents within SLA, document outcomes, and contribute to change management and disaster recovery testing. On‑site work and project support are expected as needed.

Qualifications

• Bachelor's degree in IT/Computing or equivalent experience.
• Relevant certifications bolster qualifications.
• VMware Certified Professional: Data Centre Virtualization, Veeam Certified Engineer, Microsoft Azure Administrator Associate, MCSE.
• Minimum 3 years' experience in a similar role.
• Experience with Windows Server, ticketing tools and ITIL processes.
• Experience with vendors/3rd parties.
• IBM Spectrum Protect advantageous; HPE/Dell server hardware advantageous.

Responsibilities

• Proactively monitor work queues and resolve incidents within SLA.
• Provide second level support across multiple domains.
• Document resolutions and update knowledge articles.
• Coordinate changes with risk mitigation and change records.
• Escalate tickets and collaborate with CoE and automation teams.
• Participate in maintenance and disaster recovery testing.
• Shift handovers and cross-team communication.

Skills

Proactive monitoring

Incident resolution

Root cause analysis

Change management

Vendor coordination

ITIL processes

Cross-cultural comms

Education

Bachelor's degree in IT/Computing

Tools

VMware vCP

Veeam

Azure Administrator

MCSE

IBM Spectrum Protect

HPE/Dell servers

Job description

NTT DATA is seeking a Managed Services Engineer (L2) to provide second‑line support for client IT infra across multiple domains including Cloud, Security, Networking, and Applications. The role emphasizes proactive incident handling, knowledge capture, and cross‑team collaboration.

The engineer will monitor queues, resolve incidents within SLA, document outcomes, and contribute to change management and disaster recovery testing. On‑site work and project support are expected as needed.