Cross Technology Managed Services Engineer L2

About the role

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will maintain clients' IT infrastructure and systems by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. Your day-to-day involves managing work queues, addressing incidents and requests within SLAs, updating tickets, executing and documenting changes, auditing tickets for quality, identifying automation tasks, handling client escalations, and supporting disaster recovery tests. You will collaborate with automation teams and support L1 Engineers in a diverse, inclusive environment. This full-time role is based in Mumbai, India, and follows a hybrid work model.

What you’ll do

• Proactively monitor, identify, investigate, and resolve technical incidents and problems to restore services and ensure client satisfaction
• Manage work queues, address incidents and requests within agreed SLAs, and update tickets with actions taken
• Identify, analyse, 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 detailed documentation
• Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation to enhance efficiency
• Handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary
• Work with automation teams and support L1 Engineers to drive optimization of efforts

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

Skills

Education

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