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NTT DATA Logo NTT DATA · IT - Administration

Senior Engineer MS - Backup Support

India, Mumbai · Job Posted March 22, 2026
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Job Description

The Senior Engineer - Backup Support at NTT DATA is a pivotal role focused on maintaining IT infrastructure and ensuring client satisfaction. Candidates should have moderate experience in managed services, knowledge of ticketing tools like ServiceNow, and familiarity with ITIL processes. A bachelor's degree in IT or equivalent experience is required. This position involves managing incidents, executing changes, and collaborating with teams to enhance service quality.

Job Responsibility

  • Maintaining IT infrastructure and systems
  • Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • Restoring services and ensuring client satisfaction
  • 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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