NTT

1 month ago

Cross Technology Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Maintain clients’ IT infrastructure by proactively monitoring, triaging, and resolving incidents and requests within SLAs. Manage work queues and keep tickets updated with actions taken, while analyzing and logging issues to prevent escalation. Execute controlled changes, support change management documentation, audit ticket quality, and identify automation opportunities. Provide second-level support, handle client escalations, and assist with disaster recovery tests and related project work.

Location: Malaysia

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, address incidents/requests within agreed SLAs, and update tickets with actions taken.
•Collaborate with other teams and clients to provide second-level support and resolve problems efficiently.
•Execute and document changes carefully, including risk mitigation and change management support.
•Audit tickets for quality, recommend improvements, identify automation opportunities, handle escalations, and support disaster recovery functions/tests as needed.

Key Requirements

•Moderate-level experience in managed services roles supporting 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 accounting for changing circumstances.
•Bachelor’s degree in IT/Computing or equivalent work experience.

Experience:Managed services

Education:Bachelor's in IT/Computing

Skills:CommunicationCross-cultural collaborationProblem resolutionWorking under pressureClient-focused mindset

Tech Stack:ServiceNow

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