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Cross Technology Managed Services (EUSS - O&A) Engineer (L1)

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NTT DATA

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Location:
India , Chennai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Cross Technology Managed Services Engineer at NTT DATA is responsible for ensuring the operational integrity of client IT systems through first-line support for incidents and service requests. The role requires troubleshooting, monitoring, and maintaining client infrastructure across various technology domains. A bachelor's degree in IT or Computing is required, along with entry-level experience in technical support. Strong communication skills and a client-centric approach are essential for success in this position.

Job Responsibility:

  • Be the first point of contact for clients, ensuring their IT infrastructure and systems remain operational
  • Proactively identify, investigate, and resolve technical incidents and problems
  • Focus on first-line support for standard and low-complexity incidents and service requests
  • Ensure zero missed service level agreement conditions
  • Monitor client infrastructure and solutions, identifying problems and errors
  • Dive deep into first-line incidents assigned, pinpointing root causes
  • Provide telephonic, ITSM ticket or chat support to clients
  • Perform maintenance activities such as patching and configuration changes
  • Work across two or more technology domains such as Cloud, Security, Networking, Applications, or Collaboration
  • Update existing knowledge articles or create new ones
  • Seek opportunities for work optimization
  • Support project work as needed
  • Contribute to disaster recovery functions and tests
  • Ensure careful shift handovers for service continuity
  • Report and escalate incidents when necessary
  • Strive for efficient, comprehensive resolutions of incidents and requests

Requirements:

  • Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization
  • Basic knowledge of management agents, redundancy concepts, and ITIL processes
  • Highly disciplined in handling of tickets on day-to-day basis
  • Act promptly as per defined Sop’s
  • Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s
  • Good understanding of using ITSM tools
  • Skill in planning activities and projects in advance and adapting to changing circumstances
  • A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey
  • Ability to communicate and work across different cultures and social groups
  • Proficiency in active listening techniques and refraining from interrupting
  • A positive outlook at work, even in pressurized environments
  • Willingness to work hard and put in longer hours when necessary
  • A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience)

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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