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As a Cross Technology Managed Services Engineer at NTT DATA, you will be responsible for maintaining IT infrastructure and systems, ensuring client satisfaction through effective incident management and problem resolution. You will collaborate with teams to provide second-level support and contribute to change management processes.
Job Responsibility:
Maintaining IT infrastructure and systems
Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
Managing work queues and addressing incidents and requests within agreed SLAs
Updating tickets with the actions taken
Identifying, analysing, and logging issues before they escalate
Collaborating closely with other teams and clients to provide second-level support
Executing changes meticulously, understanding and mitigating risks
Contributing to the change management process with detailed documentation
Auditing incident and request tickets for quality
Recommending improvements and identifying tasks for automation
Handling client escalations with professionalism
Assisting in disaster recovery functions and tests
Contributing to various projects, ensuring that 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
What we offer:
Diverse and inclusive workplace
Opportunities to grow, belong and thrive
Global company with experts in more than 50 countries
Access to a robust ecosystem of innovation centers