About the role

Cross Technology Managed Services Engineer (L2) at NTT DATA is responsible for maintaining client IT infrastructure and systems, proactively monitoring, identifying, investigating, and resolving technical incidents and problems. The role involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with actions taken. Engineers analyze and log issues before escalation, collaborate with teams and clients for second‑level support, and execute changes meticulously while mitigating risks. They contribute to change management, audit tickets for quality, recommend improvements, and identify automation opportunities. The position also handles client escalations, assists in disaster recovery functions and tests, supports L1 Engineers, and contributes to various projects, maintaining a positive outlook under high pressure.

What you’ll do

Maintain client IT infrastructure and systems.
Proactively monitor, identify, investigate, and resolve technical incidents and problems.
Manage work queues, address incidents and requests within agreed SLAs, and update tickets.
Identify, analyze, and log issues before escalation.
Collaborate with teams and clients for second‑level support.
Execute changes meticulously while mitigating risks.
Contribute to change management process and audit tickets for quality.
Recommend improvements and identify tasks for automation.
Handle client escalations and assist in disaster recovery functions and tests.
Support L1 Engineers and contribute to various projects.
Maintain a positive outlook under high pressure.

What you’ll bring

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.

Skills

Ticketing tools, preferably ServiceNowITIL processesVendor and third-party collaborationProject planning and activity managementEffective communication across culturesAbility to work under pressureClient-focused service mindset

Education

Bachelor's degree in IT/Computing or equivalent work experience.