4 weeks ago

Senior Engineer - MS, ServiceNow

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Last checked: 1 hour agoStatus: Live

Job Summary

Provide second-level operational support for incidents and requests in ServiceNow, proactively monitoring work queues, updating tickets, and identifying root causes. Resolve issues within SLA, log and investigate errors, and manage change and maintenance activities with proper approvals. Coordinate with clients and internal resolver groups, support escalation to CoE and management, and partner with automation teams to reduce routine tickets. Also contributes to disaster recovery tests as needed.

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Proactively monitor ServiceNow work queues and resolve incidents/requests within agreed SLAs.
•Update tickets with resolution steps and capture required information for immediate resolution.
•Investigate, analyze, and log issues and errors; identify root causes for incidents and problems.
•Execute changes with risk identification and mitigation recorded in change records; ensure proper change approvals.
•Conduct shift handovers, escalate tickets as needed to CoE and management, and collaborate with automation teams to optimize and automate routine tasks.

Key Requirements

•5+ years of relevant ServiceNow development experience, including workflow creation.
•Experience integrating ServiceNow with automation/tools such as Ansible.
•Proficiency in ticketing tools, preferably ServiceNow, for handling incidents and requests.
•Knowledge of ITIL processes and managed services operations.
•Bachelor’s degree in IT/Computing (or equivalent qualification/work experience).

Experience:Managed servicesITIL

Education:Bachelor's

Skills:CommunicationCross-cultural collaborationProblem investigationActive listeningWorking under pressure

Certifications:CCNPCCNAMicrosoft Certified: Azure Administrator AssociateAWS Certified: Solutions Architect AssociateVeeam Certified EngineerVMware certified Professional: Data Centre VirtualizationZertoGoogle 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:ServiceNowAnsibleITILDisaster recovery

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