Job
Description
Role Overview: As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining the clients" IT infrastructure and systems. Your expertise will help in proactively monitoring, identifying, investigating, and resolving technical incidents and problems, ensuring smooth operations. You will be the go-to person for restoring services and ensuring client satisfaction. Your typical day will involve managing work queues, addressing incidents and requests within SLAs, and updating tickets with actions taken. Collaboration with other teams and clients for second-level support will be crucial for efficient problem resolution. Key Responsibilities: - Proactively monitor, identify, investigate, and resolve technical incidents and problems to ensure smooth operations. - Manage work queues, address incidents and requests within agreed SLAs, and update tickets accordingly. - Collaborate closely with other teams and clients to provide second-level support and ensure efficient problem resolution. - Execute changes meticulously, mitigate risks, and contribute to the change management process with detailed documentation. - Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation to enhance efficiency. - Handle client escalations professionally, assist in disaster recovery functions and tests when necessary. - Contribute to various projects, ensure all changes are approved, and maintain a positive outlook in high-pressure situations. Qualifications Required: - 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, considering changing circumstances. - 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 interactions, understanding their requirements, and ensuring a positive experience. - Bachelor's degree in IT/Computing or equivalent work experience. About NTT DATA: NTT DATA is a trusted global innovator of business and technology services with a commitment to helping clients innovate, optimize, and transform for long-term success. With a focus on investing in R&D, diverse experts in more than 50 countries, and a robust partner ecosystem, NTT DATA provides services in business and technology consulting, data and artificial intelligence, industry solutions, and digital and AI infrastructure. As part of NTT Group and headquartered in Tokyo, NTT DATA is dedicated to moving confidently and sustainably into the digital future.,
