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Senior Engineer - MS, ServiceNow

nttdata.com Logo

NTT DATA

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Location:
India , Mumbai

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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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

Additional Information:

Job Posted:
January 31, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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