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Your day at NTT DATA
The Managed Services Cross Technology Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity, across two or more technology domains - Cloud, Security, Networking, Applications, and/or Collaboration.
What you'll be doing
Key Roles and Responsibilities:
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 focused 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 groups (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
Education, Experience, and Skills
Higher degree in IT or Computer Science (or past experience)
At least 3-4 years' experience in the field
English speaking
You demonstrate planning & time management skills, good verbal & written communication, ability to adapt, analyze problems, think innovatively, customer orientation
Knowledge or experience of IT, in particular, we appreciate if you have knowledge in any of the following:
Windows Server Management (Exchange, File Servers, ADFS, etc...)
VMware ecosystem
Active directory management, DNS, DHCP, GPO…
Microsoft O365 ecosystem
Backup systems (preferably NetBackup)
Monitoring tools experience (preferably SolarWinds)
Storage: HPE
Nice to have's: Azure technologies, Intunes, Defender, Multi-Factor Authentication (MFA), SQL Administration, CCNA.
Required Experience:
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
Workplace type: On-site Working
About NTT DATA NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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