Cross Technology Managed Services Engineer – L2
NTT DATA, Inc.
full-time
Posted on:
Location Type: Office
Location: Chennai • India
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Tech Stack
About the role
- Play an essential role in maintaining clients' IT infrastructure and systems.
- Proactively monitor, identify, investigate, and resolve technical incidents and problems.
- Manage work queues, addressing incidents and requests within agreed SLAs, and update tickets.
- Collaborate closely with other teams and clients to provide second-level support.
- Execute changes meticulously, understanding and mitigating risks, contributing to change management.
- Audit incident and request tickets for quality, recommend improvements, and identify automation tasks.
- Handle client escalations with professionalism and assist in disaster recovery when necessary.
- Contribute to various projects, ensuring all changes are approved, maintaining a positive outlook.
Requirements
- 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.
Benefits
- Equal Opportunity Employer
- Free of unfair discrimination and harassment
- Environment embracing diversity.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
managed servicesIT infrastructuretechnical incident resolutionchange managementticket auditingautomation tasksdisaster recoveryproject planningITIL processes
Soft skills
professionalismeffective communicationadaptabilitypositive outlookability to work under pressureclient-focusedcollaborationproblem-solving