NTT

1 year ago

Cross Technology Managed Services Engineer (L2)

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Last checked: 11 hours agoStatus: Live

Job Summary

Provide second-line managed services support for client IT infrastructure across multiple technology domains. Proactively monitor queues, investigate and resolve incidents and requests within SLA, update tickets, and identify root causes and recurring issues. Execute changes with proper risk and approvals, support shift handovers, coordinate escalations with CoE and other teams, and work with automation teams to reduce routine tickets. Contribute to maintenance, trend reporting, and disaster recovery activities.

Location: Beijing

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Proactively monitor work queues and resolve incidents/requests in a timely manner within SLA.
•Investigate and analyze technical issues, identify root causes, and ensure required information is captured for resolution.
•Provide second-level support across multiple technology domains (e.g., Cloud, Security, Networking, Applications, Collaboration).
•Execute and manage changes with identified risks/mitigation plans, ensuring proper approvals and documentation.
•Communicate and escalate as needed to other teams/clients and support automation and trend analysis to optimize effort and reduce tickets.

Key Requirements

•Bachelor’s degree (or equivalent IT/Computing qualification) or demonstrated equivalent work experience.
•Certifications relevant to the managed services scope (examples include CCNP/CCNA, Microsoft Azure Administrator Associate, AWS Solutions Architect Associate, Veeam Certified Engineer, and VMware certifications).
•Moderate experience in managed services handling cross-technology infrastructure.
•Moderate knowledge of ticketing tools, preferably ServiceNow.
•Moderate working knowledge of ITIL processes and experience working with vendors/3rd parties.

Experience:Managed servicesITIL

Education:Bachelor's in IT/Computing

Skills:CommunicationCross-cultural collaborationProblem investigationPlanningWorking under pressure

Certifications:CCNPCCNACCNP in SecurityPCNSEMicrosoft Certified: Azure Administrator AssociateAWS Certified: Solutions Architect AssociateVeeam Certified EngineerVMware certified Professional: Data Centre VirtualizationZertoPureVxrailGoogle Cloud Platform (gcp)Oracle Cloud Infrastructure (oci)SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4SAP Technology ConsultantSAP Certified Technology Associate - SAP HANA 2.0Oracle Cloud Infrastructure Architect ProfessionalIBM Certified System Administrator - WebSphere Application Server Network

Tech Stack:ServiceNowITILCloudSecurityNetworkingApplicationsCollaborationMicrosoft AzureAWSGoogle Cloud Platform (GCP)Oracle Cloud Infrastructure (OCI)VeeamVMwareZertoPureVxrailSAPWebSphere Application ServerWebSphere

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT