Job
Description
As a Cross Technology Managed Services Engineer (L3) at NTT DATA, your primary responsibility is to provide exceptional service to clients by proactively identifying and resolving technical incidents. You will play a crucial role in ensuring that client infrastructure is configured, tested, and operational by utilizing your deep technical expertise to solve complex problems and enhance service quality. Your daily tasks will involve pre-emptive service incident resolution, product reviews, and operational improvements. Managing high-complexity tickets, performing advanced tasks, and providing diverse solutions will be part of your routine while ensuring zero missed service level agreement (SLA) conditions. Additionally, you will mentor junior team members and collaborate across various technology domains such as Cloud, Security, Networking, and Applications. In this role, you will be responsible for conducting necessary checks, applying monitoring tools, and responding to alerts to identify issues before they escalate. It is important to log incidents with detailed information, analyze, assign, and escalate support calls promptly. Furthermore, you will proactively identify opportunities for optimization and automation, providing continuous feedback to clients and relevant parties. A significant aspect of your role involves creating knowledge articles for recurring tasks/issues and training junior team members to execute those tasks efficiently. Your inputs to automation teams will contribute to reducing manual efforts within the organization. Engaging with third-party vendors when necessary and keeping systems and portals updated as per guidelines will be part of your responsibilities. As a senior engineer, you will coach L2 teams on advanced troubleshooting techniques, support project implementation, disaster recovery functions, and ensure adherence to client requirements and timelines. To excel in this position, you should possess extensive Managed Services experience in handling complex cross-technology infrastructure, a strong understanding of ITIL processes, proven experience in working with vendors and third parties, effective communication skills across different cultures, strong planning abilities in changing circumstances, a positive outlook under pressure, active listening skills, adaptability to changing client needs, and a client-focused approach to create positive client experiences. NTT DATA is a trusted global innovator of business and technology services, committed to helping clients innovate, optimize, and transform for long-term success. With a significant investment in R&D, we aim to assist organizations and society in confidently transitioning into the digital future sustainably. As a Global Top Employer, NTT DATA operates with diverse experts in more than 50 countries and a robust partner ecosystem. 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 renowned as one of the leading providers of digital and AI infrastructure globally. NTT DATA is part of the NTT Group and headquartered in Tokyo. NTT DATA is an Equal Opportunity Employer.,
