Servicenow L3 Support Engineer Job at NTT DATA (Guadalajara)

ServiceNow L3 Support Engineer

We are seeking an experienced ServiceNow L3 Support Engineer to provide advanced...

Location

Mexico , Guadalajara

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Strong understanding of ServiceNow fundamentals and architecture
Hands-on experience with: ServiceNow ITSM
ServiceNow CSM
Playbooks
Flows / Flow Designer
Scripting (JavaScript in ServiceNow context)
Tables and data schema
Experience supporting ServiceNow in a production environment
Solid understanding of ITIL / ITSM processes
Ability to analyze complex issues and provide sustainable solutions

Job Responsibility

Provide Level 3 support for ServiceNow platform issues, including incidents and problem management
Perform advanced troubleshooting and root cause analysis for ServiceNow applications and integrations
Perform root cause analysis (RCA) and provide permanent fixes for recurring issues
Support and enhance ITSM and CSM modules, ensuring platform stability and performance
Create, maintain, and optimize ServiceNow Playbooks and Flows to support business processes
Develop and modify scripts (Business Rules, Client Scripts, Script Includes) as required
Work with ServiceNow tables, data models, and relationships to support reporting and platform enhancements
Support Knowledge Management, including creation, review, and optimization of knowledge articles
Collaborate with L1/L2 support, developers, and business stakeholders to resolve issues and implement improvements
Follow ITIL best practices for incident, problem, and change management

L3 Network Support Engineer

The L3 Network Support Engineer at NTT DATA is responsible for resolving complex...

Location

Czechia , Prague

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Fluent in English, with excellent stakeholder communication and leadership skills
Strong hands-on experience with multiple technologies, including: Cisco, Fortinet, Palo Alto Networks (including Prisma Access and SASE)
F5 (LTM, GTM, ASM)
NetApp (advanced storage integration and troubleshooting)
SD-WAN solutions (e.g., Cisco Viptela, Fortinet SD-WAN, Prisma SD-WAN)
Deep understanding of networking protocols (BGP, OSPF, NAT, VPN)
Experience with monitoring and ticketing tools (e.g., SecureCRT, LogicMonitor, ServiceNow)
Relevant certifications such as CCNP, PCNSE, Fortinet NSE 5+, or F5 Certified
A degree in IT/Computing or equivalent professional experience

Job Responsibility

Lead resolution of high-impact incidents and perform deep-dive troubleshooting
Conduct root cause analysis and implement permanent fixes
Design and execute complex changes and upgrades with minimal disruption
Act as a technical escalation point for L1 and L2 teams
Collaborate with clients, CoE teams, and automation engineers to improve service delivery
Lead disaster recovery planning and execution
Maintain high-quality documentation, knowledge articles, and operational procedures
Analyze trends and proactively identify areas for improvement

What we offer

Education to the extent of agreement with the immediate supervisor
5 weeks of vacation
3 Sick-days per Year
Compensation of salary for temporary incapacity to work beyond the statutory wage compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
Notebook and mobile phone including data tariff according to company standards
Contribution to the pension insurance or Long term investment product
Specified budget with regards to the predefined benefits packages (Premium health care / Benefits Cafeteria System / Multisport card)
Refreshment in the office (coffee, tea, water) for free

Fulltime

MS Engineer (L3)

As a Collaboration Managed Services Engineer (L3) at NTT DATA, you'll join our d...

Location

China , Shanghai

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Experience in an engineering function within a medium to large ICT organization
Very good practical knowledge of Managed Services and ITIL processes
Advanced knowledge of voice, video, and other collaboration modalities
Advanced level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex, or advanced level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre
Advanced level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies
Experience in managed services and using ticketing tools, preferably ServiceNow
Ability to take technical command of complex Incident and Major Incident situations, effectively communicating to a range of internal and external stakeholders
Strong planning skills and capacity to adapt to changing circumstances
Positive outlook and resilience in a pressurized work environment
Excellent ability to communicate and work across different cultures and social groups

Job Responsibility

Proactively identify and resolve technical incidents and problems
Manage complex support tickets and conduct advanced tasks
Maintain high service levels and meet SLA conditions by performing checks, applying monitoring tools, and responding to alerts
Analyse, assign, and escalate support calls to resolve issues before impact
Plan and execute requests and changes with risk identification and mitigation
Support automation initiatives
Provide onsite technical support and field engineering services
Engage in operational improvements, participate in product reviews, support optimization of work processes
Mentor and coach junior team members

Fulltime

Application Support Engineer (L1/L2)

We are hiring an Application Support Engineer/Production Support Engineer (L1/L2...

Location

Malaysia , Kuala Lumpur

Salary:

Not provided

Amaris Consulting

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field is a plus
2–3 years of experience in Application Support, Production Support, or similar environments (L1/L2 support)
Strong understanding of RESTful APIs, including methods, status codes, and debugging
hands-on experience with tools such as Postman
Proficient in SQL, including complex queries (joins, filters), with a good grasp of indexing and query optimization
Solid troubleshooting and analytical thinking skills, with a structured and logical approach to problem-solving
Familiar with ITIL practices and ticketing tools such as Jira, ServiceNow, or similar platforms
Basic understanding of system architecture and how different components interact in production environments
Experience supporting business applications, ideally in a global setup is a plus
Fluent in English with excellent verbal and written communication skills

Job Responsibility

Provide L1/L2 user-facing support for production applications used by global users
Handle incidents via ticketing systems, chat, or calls with clear and professional English communication
Troubleshoot and resolve issues within SLA, ensuring minimal business impact
Escalate to L3 teams with well-documented findings and analysis
Monitor application and system health
proactively identify risks
Perform root cause analysis (RCA) and contribute to continuous improvement
Support integrations via REST APIs using tools like Postman
Write and optimize SQL queries for data validation, production troubleshooting, and performance tuning
Analyze logs and system behavior across application layers

What we offer

Global Diversity
Trust and Growth
Continuous Learning
Vibrant Culture
Meaningful Impact

Fulltime

New

Cross Technology Managed Services Engineer (L3)

Operate and continuously improve the organization’s Secure Access Service Edge (...

Location

Singapore , Singapore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Strong working knowledge of ZIA (SSL inspection, URL filtering, CASB/app control, sandbox, forwarding methods)
Strong working knowledge of ZPA (connectors, app segments, access policies, posture, authentication flows)
Troubleshooting across endpoint + network + identity (DNS, TLS cert chains, proxy behavior, SAML/SSO, routing)
ITSM/change management discipline (ServiceNow/JIRA), documentation habits
Strong knowledge about Zero Trust concepts

Job Responsibility

Run day-to-day operations for ZIA (web gateway, SSL inspection, URL filtering, cloud app control, sandbox, DLP, DNS security)
Run day-to-day operations for ZPA (App Segments, Access Policies, Connector management, posture requirements, policy troubleshooting)
Monitor service health and user experience
proactively identify trends and recurring issues
Handle L2/L3 incident troubleshooting: authentication issues (SSO/SAML), PAC/forwarding issues, tunnel/connector issues, policy blocks, certificate/SSL inspection issues
Perform policy administration: create/update rules, exceptions, and change deployments following CAB/ITSM change controls
Maintain forwarding architecture: Zscaler Client Connector, GRE/IPsec tunnels, PAC files, forwarding profiles, location configuration, traffic steering
Manage integrations: IdP (Azure AD/Entra ID, Okta, ADFS), SIEM (Splunk/QRadar), ticketing (ServiceNow), endpoint tools (Intune/Jamf), MFA
Execute routine operational tasks: connector upgrades, certificate updates, location updates, application onboarding to ZPA, user/group updates
Work with vendors/TAC

Fulltime

RPA Support Engineer (UiPath)

We are seeking a skilled and proactive RPA Support Engineer to provide Level 2 p...

Location

India , Mumbai/Pune/Bangalore

Salary:

Not provided

Wissen

Expiration Date

Until further notice

Requirements

3–5 years of experience in RPA support with strong hands-on exposure to UiPath
Experience with: UiPath Studio
UiPath Orchestrator
UiPath Robots
Strong understanding of incident and problem management processes
Experience in exception handling, logging, and bot performance optimization
Working knowledge of SQL, APIs, Excel automation, and file-based processes
Familiarity with ITSM tools such as: ServiceNow
Jira
Ability to work effectively in production support environments

Job Responsibility

Provide Level 2 production support for UiPath-based RPA solutions
Monitor bot executions, schedules, queues, and Orchestrator health
Analyze incidents, perform Root Cause Analysis (RCA), and implement fixes
Handle exceptions, retry mechanisms, and bot recovery procedures
Coordinate with L3 development teams for complex issues and enhancements
Manage UiPath Orchestrator assets, environments, credentials, and queues
Ensure adherence to SLAs, security, and compliance standards
Maintain operational documentation, runbooks, and knowledge base articles
Support releases, patches, and minor enhancements during deployments
Participate in shift/on-call support model, if required

Fulltime

Senior IT Support Engineer

The Senior IT Support Engineer is the primary on-site IT contact for the US offi...

Location

United States , Suwanee, Georgia

Salary:

Not provided

Mujin

Expiration Date

Until further notice

Requirements

3+ years in IT support / IT operations with hands-on responsibility for end-user computing in a business environment (on-site + remote)
Experience providing L1–L3 support (or L2 with demonstrated L3 escalation capability), including triage, deep troubleshooting, and clear documentation of findings and next steps
Proficiency supporting and troubleshooting macOS and Windows endpoints (provisioning, patching, troubleshooting, and lifecycle support)
Working knowledge of Linux (Debian-based preferred) for basic workstation support and user assistance (e.g., troubleshooting, connectivity, packages, permissions)
Experience with MDM / endpoint management (e.g., SimpleMDM, Jamf, Intune) including device enrollment, compliance, software deployment, and policy enforcement
Experience with Microsoft 365 (basic administration): user management, groups, licensing, and troubleshooting common Office/Teams/Outlook issues
Familiarity with endpoint security tooling (EDR/AV, disk encryption, patch compliance) and following security policies/standards
Experience using a ticketing system (e.g., Jira Service Management, ServiceNow, Zendesk, Freshservice): prioritization, escalation notes, and meeting SLAs
Ability to create and maintain end-user documentation (how-to guides, onboarding checklists, runbooks, FAQs)
Comfortable handling sensitive/confidential information with discretion and strong judgment

Job Responsibility

Provide L1–L3 IT support for employees: triage requests, troubleshoot complex issues, communicate clearly, and drive tickets to resolution with strong follow-through
Act as the US escalation owner: handle high-impact incidents, coordinate with HQ/global teams, and ensure effective handoffs across time zones
Own day-to-day IT helpdesk operations for the US region: intake, prioritization, SLA adherence, ticket quality, and continuous improvement of workflows and templates
Manage the full employee lifecycle for IT: onboarding, transfers, offboarding, including device provisioning, account setup, access changes, and recovery of assets
Administer identity and access management (IAM) tasks (account provisioning, group/role management, access reviews as assigned), following global standards and approval processes
Provision, manage, and troubleshoot endpoints and mobile devices (Windows/macOS/Linux/IOS as applicable), including imaging, patching, encryption, EDR, VPN, certificates, and secure configuration baselines
Administer and maintain endpoint cloud services and collaboration/SaaS tooling within scope (e.g., MDM, endpoint compliance, device inventory, software deployment), escalating platform-level changes to HQ when required
Partner with the US infrastructure engineer and HQ IT teams to support local office IT infrastructure (network connectivity, printers, conferencing, meeting rooms, ISP coordination) and execute approved changes
Lead incident and escalation management for the US site: initial containment, user communications, coordination of technical resources, post-incident documentation, and follow-up actions
Perform problem management: identify recurring issues, conduct root cause analysis, implement permanent fixes, and reduce ticket volume through automation and standardization

Fulltime

Senior Linux Technical Support Engineer

As a Senior Linux Technical Support Engineer, you will be responsible for provid...

Location

India , Pune

Salary:

Not provided

Everseen

Expiration Date

Until further notice

Requirements

Proficiency with Linux command-line tools and utilities
Basic knowledge of ticketing tools (Jira, ServiceNow)
Hands-on experience using Git for version control
Working knowledge of containerization tools (Docker, Podman, container)
Exposure to orchestration platforms (Kubernetes, OpenShift/OCP)
Familiarity with configuration management and automation using Ansible
Awareness of monitoring and visualization tools (Prometheus, Grafana)
Strong problem-solving and troubleshooting skills
Effective communication and interpersonal abilities
Team-oriented mindset with adaptability to shifting priorities

Job Responsibility

Provide first-level technical support to end-users and assist them with Linux-related issues, including user account management, password resets, and desktop support
Monitor the performance and health of Linux servers, identifying and addressing potential issues or anomalies
Diagnose/resolve and Escalate Linux system problems, such as network connectivity issues, hardware failures, and software errors
Assist in the installation, configuration, and maintenance of Linux-based software applications
Perform massive stack restart/configuration changes as requested by band using tools like Ansible Tower, AWX and Virtual desktops
Apply patches and updates to Linux servers as necessary to keep systems up to date and secure
Work closely with L2 and L3 teams to ensure issues are properly tracked and resolved

Fulltime

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