CrawlJobs Logo
NTT DATA Logo NTT DATA · IT - Software Development

Senior Engineer - MS, ServiceNow

India, Mumbai · Job Posted January 31, 2026
Apply Position
Job Link Share

Job Description

As a Senior Engineer specializing in ServiceNow at NTT DATA, you will play a crucial role in managing and optimizing service delivery. Your responsibilities will include incident management, change management, and collaborating with various teams to ensure seamless operations.

Job Responsibility

  • Proactively monitors the work queues
  • Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
  • Updates tickets with resolution tasks performed
  • Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
  • Captures all required and relevant information for immediate resolution
  • Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
  • Communicates with other teams and clients for extending support
  • Executes changes with clear identification of risks and mitigation plans to be captured into the change record
  • Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
  • Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
  • Works with automation teams for effort optimization and automating routine tasks
  • Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc
  • Identifies problems and errors before they impact a client’s service
  • Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting
  • Leads and manages all initial client escalation for operational issues
  • Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
  • Ensures all changes are carried out with proper change approvals
  • Plans and executes approved maintenance activities
  • Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
  • Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
  • May also contribute to / support on project work as and when required
  • May work on implementing and delivering Disaster Recovery functions and tests
  • Performs any other related task as required

Requirements

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  • Certifications relevant to the services provided
  • Moderate level years of relevant managed services experience handling cross technology infrastructure
  • Moderate level knowledge in ticketing tools preferably Service Now
  • Moderate level working knowledge of ITIL processes
  • Moderate level experience working with vendors and/or 3rd parties
  • 5 years experience in ServiceNow Development including workflow creation, integration with Ansible/tools

Nice to have

  • CCNP or equivalent certification
  • CCNP in Security or PCNSE certification
  • Microsoft Certified: Azure Administrator Associate
  • AWS Certified: Solutions Architect Associate
  • Veeam Certified Engineer
  • VMware certified Professional: Data Centre Virtualization
  • Zerto, pure, vxrail
  • Google Cloud Platform (gcp)
  • Oracle Cloud Infrastructure (oci)
  • SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4
  • SAP Technology Consultant
  • SAP Certified Technology Associate - SAP HANA 2.0
  • Oracle Cloud Infrastructure Architect Professional
  • IBM Certified System Administrator - WebSphere Application Server Network
NTT DATA - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Senior Engineer - MS, ServiceNow

8 matching positions

Ms Senior Engineer - Network

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
Job Responsibility
  • 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 actions taken
  • Identifying, analysing, and logging issues before they escalate
  • Collaborating 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
  • Fulltime
Read More
Arrow Right

Senior MS Engineer - ACI

Location
Location
India , Pune
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience with managed services handling security infrastructure and working knowledge of ticketing tools, preferably ServiceNow
  • Proficiency in active listening, with techniques like paraphrasing and probing for further information
  • Excellent planning skills, able to anticipate and adjust to changing circumstances
  • Strong ability to communicate and engage across different cultures and social groups
  • Adaptability to changing conditions and flexibility in approach
  • Client-focused mindset, always putting their needs and positive experience first
  • A positive outlook and the ability to work well under pressure
  • Willingness to put in longer hours when necessary
  • Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience
Job Responsibility
Job Responsibility
  • Ensure that clients' security infrastructures and systems remain operational
  • Monitor, identify, investigate, and resolve technical incidents and problems
  • Handle client requests or tickets with technical expertise, ensuring they are resolved within the agreed service level agreement (SLA)
  • Actively manage work queues, perform operational tasks, and update tickets with resolution actions
  • Log incidents promptly and provide second-level support
  • Execute changes responsibly, flagging risks and mitigation plans
  • Work closely with automation teams to optimize efforts and automate routine tasks
  • Ensure seamless handovers during shift changes
  • Audit incident and request tickets for quality, recommending improvements
  • Contribute to trend analysis reports to identify automation opportunities
  • Fulltime
Read More
Arrow Right

Senior Ms Engineer - Vm Nutanix L2

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
Job Responsibility
  • Managing work queues, addressing incidents and requests within agreed SLAs, and 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, ensuring seamless communication and efficient problem resolution
  • Executing changes meticulously, understanding and mitigating risks, and contributing to the change management process with detailed documentation
  • Auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency
  • Handling client escalations with professionalism and assisting in disaster recovery functions and tests when necessary
  • Driving the optimization of efforts by working with automation teams and supporting L1 Engineers
  • Contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations
  • Fulltime
Read More
Arrow Right

Senior MS Engineer - Storage

The Senior MS Engineer - Storage is responsible for managing and optimizing stor...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
Job Responsibility
  • Proactively monitor, identify, investigate, and resolve technical incidents and problems
  • Manage work queues, address incidents and requests within agreed SLAs, and update tickets
  • Identify, analyze, and log issues before escalation
  • Collaborate with other teams and clients to provide second-level support
  • Execute changes meticulously, understand and mitigate risks, and contribute to change management with detailed documentation
  • Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation
  • Handle client escalations with professionalism
  • Assist in disaster recovery functions and tests
  • Drive optimization of efforts by working with automation teams and supporting L1 Engineers
  • Contribute to projects, ensure all changes are approved
  • Fulltime
Read More
Arrow Right

Senior Engineer - MS, Windows & VMware

Join NTT DATA as a Senior Engineer, where you will maintain IT infrastructure an...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
Job Responsibility
  • Maintaining clients' IT infrastructure and systems
  • Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • Managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets
  • Identifying, analyzing, 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, and contributing to the change management process
  • Auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation
  • Handling client escalations with professionalism
  • Assisting in disaster recovery functions and tests
  • Driving optimization of efforts by working with automation teams and supporting L1 Engineers
  • Fulltime
Read More
Arrow Right

Senior MS Engineer - Security

The Senior Security Managed Services Engineer at NTT DATA is responsible for ens...
Location
Location
India , Pune
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience
  • At least 5 years of experience in security infrastructure management
  • Experience with managed services handling security infrastructure
  • Working knowledge of ticketing tools, preferably ServiceNow
  • Proficiency in active listening, with techniques like paraphrasing and probing for further information
  • Excellent planning skills, able to anticipate and adjust to changing circumstances
  • Strong ability to communicate and engage across different cultures and social groups
  • Adaptability to changing conditions and flexibility in approach
  • Client-focused mindset
  • A positive outlook and the ability to work well under pressure
Job Responsibility
Job Responsibility
  • Ensure the operational integrity of clients' security infrastructures
  • Monitor, identify, investigate, and resolve technical incidents and problems
  • Handle client requests or tickets with technical expertise, ensuring they are resolved within the agreed service level agreement (SLA)
  • Actively manage work queues, perform operational tasks, and update tickets with resolution actions
  • Log incidents promptly and provide second-level support
  • Execute changes responsibly, flagging risks and mitigation plans
  • Work closely with automation teams to optimize efforts and automate routine tasks
  • Ensure seamless handovers during shift changes
  • Audit incident and request tickets for quality, recommend improvements, and contribute to trend analysis reports
  • Act as a go-to for initial client escalations
  • Fulltime
Read More
Arrow Right

Senior Engineer MS - Network L2

The Senior Engineer - Network L2 at NTT DATA is responsible for maintaining IT i...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
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
  • Fulltime
Read More
Arrow Right

Senior Engineer MS - Backup Support

The Senior Engineer - Backup Support at NTT DATA is a pivotal role focused on ma...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
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
  • Fulltime
Read More
Arrow Right