Cross Technology Managed Services Engineer (L2)

Make an impact with NTT DATA

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Your day at NTT DATA

The Application Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving Packaged Application technologies such as ERP, Middleware and other business critical software incidents and problems.

Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.

This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

What you'll be doing

Key Responsibilities:

• Ensures that assigned Packaged Application technologies such as ERP, Middleware and other business critical software in the client's environment site is configured, installed, tested, and operational.
• Performs necessary checks, apply monitoring tools and respond to alerts.
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Assists in analyzing, assigning, and escalating support calls.
• Investigates third line support calls assigned and identify the root cause of incidents and problems.
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides onsite technical support to clients and provide field engineering services to clients.
• Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization including opportunities for automation of work.
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
• Relevant certifications such as (but not limited to) -
• 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.

Required Experience:

• Seasoned years of work experience.
• Seasoned experience required in Engineering function within a medium to large ICT organization.
• Seasoned experience of Managed Services.
• Excellent working knowledge of ITIL processes.
• Excellent experience working with vendors and/or 3rd parties.
• Seasoned experience managing Packaged Application technologies such as ERP, Middleware and other business critical software.