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The Cross Technology Managed Services Engineer (L3) at NTT DATA is responsible for providing exceptional service by resolving technical incidents and managing client infrastructure. This role requires a bachelor's degree in IT/Computing and extensive experience in Managed Services. The engineer will mentor junior team members and work across various technology domains, ensuring adherence to service level agreements and optimizing processes for better service delivery.
Job Responsibility:
Provide exceptional service to clients by proactively identifying and resolving technical incidents
Ensure client infrastructure is configured, tested, and operational
Perform pre-emptive service incident resolution, product reviews, and operational improvements
Manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions
Mentor junior team members and work across various technology domains such as Cloud, Security, Networking, and Applications
Conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems
Log incidents with the required level of detail, analyse, assign, and escalate support calls
Proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties
Create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks
Provide inputs to automation teams to reduce manual efforts
Engage with third-party vendors when necessary and keep systems and portals updated as prescribed
Coach L2 teams on advanced troubleshooting techniques
Support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines