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Networking Managed Services Engineer

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NTT DATA

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Location:
India , Mumbai

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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:

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs). Your day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You'll be the go-to person for second-line support, handling incidents and requests of medium complexity. In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time.

Job Responsibility:

  • Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • Reviewing client requests and tickets, applying technical expertise to resolve them efficiently and effectively
  • Being the go-to person for second-line support, handling incidents and requests of medium complexity
  • Proactively monitoring work queues, executing operational tasks, and updating tickets with the actions taken
  • Identifying, analysing, and logging issues before they escalate
  • Communicating with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans
  • Highlighting key tickets and upcoming critical tasks for the next shift as part of the shift handover process
  • Escalating tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams when needed
  • Collaborating with our automation teams to work on optimizing efforts and automating routine tasks
  • Coaching our Service desk and L1 teams in both technical and behavioural skills
  • Establishing monitoring for client infrastructure, leading and managing initial client escalations for operational issues
  • Contributing to the change management process, logging change requests, executing approved maintenance activities, and auditing incident and request tickets for quality
  • Driving trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts
  • Supporting disaster recovery functions and other related tasks as needed

Requirements:

  • Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools
  • At least one technical certification in the above-mentioned technologies
  • Strong planning skills, with the ability to anticipate and adapt to changing circumstances
  • Adaptability and resilience in a dynamic work environment
  • Ability to communicate and work effectively across different cultures and social groups
  • Proficiency in active listening and client-centric communication
  • A positive outlook and the ability to work well under pressure
  • A client-first attitude, always seeking to create positive client experiences
  • A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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