Cross Technology Managed Services Engineer (L3) Job at NTT DATA (Singapore)

Job Description

The Managed Services Cross Technology Engineer (L3/4) –Automation is an advanced engineering role, responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients. The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). The Managed Services Cross Technology Engineer (L3/4) –Automation focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client. This is a strategic role focusing across various technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration. This role may also contribute to / support on project work as and when required.

Job Responsibility

Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA
Timely and consistent updates of tickets with resolution tasks performed
Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner
Captures all required and relevant information for immediate resolution
Provides forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem
Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers
Communicates with other teams and clients for extending support
Acts as emergency support contact as needed, for critical client and business-impacting issues
Supports, tracks, and documents change implementation
Provides timely escalation of all tickets to management with ensuing updates, where applicable
Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks
Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices
Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
Coaches L1, L2, and L3 teams offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates, etc. as required
May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
May work on implementing and delivering disaster recovery functions and tests
Performs any other related task as required

Requirements

Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
Relevant certifications include (but not limited to) - VMware certified Professional: DATA Centre Virtualization
VMware Certified Specialist – Cloud Provider
VMware Site recovery Manager: Install, Configure, Manage
Microsoft Certified: Azure Architect Expert
AWS Certified: Solutions Architect Associate
Veeam Certified Engineer (VMCE)
Rubrik Certified Systems Administrator
Storage HDS
VMware VRA
Ansible
Opswat, Splunk, Cyberark
Nvidia AI
SRE, Devops, Gitlab, Automation
Containers, etc.
Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurized environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
Deep technical skills in relevant functions
Excellent client service orientation and passion for achieving or exceeding expectations

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Cross Technology Managed Services Engineer (L3)

Job Description

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