Cross Technology Managed Services Engineer (L2)

NTT
Chennai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Cross-cultural collaboration","Ability to work under pressure","Client focus","Problem resolution"]

Maintain clients’ IT infrastructure by monitoring, investigating, and resolving incidents and problems. Manage work queues and handle requests within SLAs, updating tickets with documented actions and analyzing issues before they escalate. Execute controlled changes with risk mitigation, support change management, audit ticket quality, and identify automation opportunities. Provide second-level support and collaborate with internal teams and clients, including disaster recovery assistance and testing when needed.

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FursaFursa
NTT
NTT
1 week ago

Cross Technology Managed Services Engineer (L2)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 days agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Maintain clients’ IT infrastructure by monitoring, investigating, and resolving incidents and problems. Manage work queues and handle requests within SLAs, updating tickets with documented actions and analyzing issues before they escalate. Execute controlled changes with risk mitigation, support change management, audit ticket quality, and identify automation opportunities. Provide second-level support and collaborate with internal teams and clients, including disaster recovery assistance and testing when needed.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Proactively monitor, identify, investigate, and resolve technical incidents and problems.
  • •Manage work queues and handle incidents/requests within agreed SLAs while updating tickets with actions taken.
  • •Analyze and log issues before they escalate; collaborate with other teams and clients for second-level support.
  • •Execute changes with risk understanding, contribute to change management documentation, and recommend improvements.
  • •Audit incident and request tickets for quality, identify automation tasks to improve efficiency, and support disaster recovery functions/tests as needed.

Key Requirements

  • •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.
  • •Ability to plan activities/projects while adapting to changing circumstances.
  • •Bachelor’s degree in IT/Computing or equivalent work experience.
Experience:Managed servicesIT infrastructure
Education:Bachelor's in IT/Computing
Skills:CommunicationCross-cultural collaborationAbility to work under pressureClient focusProblem resolution
Tech Stack:ServiceNowITILAutomationTicketing tools

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
WebsiteLinkedIn