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Cross Technology Managed Services Engineer

Philippines, Kapitolyo · Job Posted April 15, 2026
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Job Description

The Cross Technology Managed Services Engineer (L2) at NTT DATA is responsible for maintaining IT infrastructure and systems, ensuring smooth operations through proactive monitoring and resolution of technical incidents. The role requires a bachelor's degree in IT/Computing or equivalent experience, along with moderate-level experience in managed services. Key responsibilities include managing incidents, collaborating with teams, and contributing to change management processes. Strong skills in ITIL, ServiceNow, and client communication are essential for success in this position.

Job Responsibility

  • Maintaining IT infrastructure and systems
  • Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • Managing work queues
  • 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
  • Identifying tasks for automation to enhance efficiency
  • Handling client escalations with professionalism
  • Assisting in disaster recovery functions and tests when necessary
  • Working with automation teams and supporting L1 Engineers
  • Contributing to various projects, ensuring that all changes are approved
  • Maintaining a positive outlook even in high-pressure situations

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

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