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Cross Technology Managed Services Engineer (L2)

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NTT DATA

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Location:
India , Mumbai

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction. Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analysing, and logging issues before they escalate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution. You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary. Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

Job Responsibility:

  • Maintain clients' IT infrastructure and systems
  • Proactively monitor, identify, investigate, and resolve technical incidents and problems
  • Restore services and ensure clients' satisfaction
  • Manage work queues, address incidents and requests within agreed SLAs, and update tickets with actions taken
  • Identify, analyze, and log issues before they escalate
  • Collaborate closely with other teams and clients to provide second-level support
  • 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
  • Handle client escalations with professionalism
  • Assist in disaster recovery functions and tests when necessary
  • Drive optimization of efforts by working with automation teams and supporting L1 Engineers
  • Contribute to various projects, ensuring all changes are approved

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

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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