NTT India Private Limited is looking for a Cross Technology Managed Services Engineer (L2) to play a key role in maintaining and enhancing client IT infrastructure and systems. You will be responsible for ensuring service stability and quality through proactive monitoring, incident resolution, and effective change management.
What You'll Do
- Proactively monitor, identify, investigate, and resolve technical incidents and problems to restore services.
- Manage work queues, address incidents and requests within agreed SLAs, and update tickets with detailed actions taken.
- Identify, analyze, and log issues before they escalate to maintain service quality.
- Collaborate with other teams and clients to provide second-level support and ensure seamless communication.
- Execute changes meticulously, understand and mitigate risks, and contribute to the change management process with proper documentation.
- Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation.
- Handle client escalations professionally and assist in disaster recovery functions and tests when necessary.
- Work with automation teams and support L1 Engineers to optimize efforts.
- Contribute to various projects, ensuring all changes are approved.
What We're Looking For
- Moderate-level experience in managed services roles handling cross-technology infrastructure.
- Knowledge of ticketing tools, preferably ServiceNow.
- Familiarity with ITIL processes.
- 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.
Work Mode
This role requires an onsite work arrangement.
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.
