NTT

4 months ago

IPC (Service Management) L2

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Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Maintain clients’ IT infrastructure as an L2 Cross Technology Managed Services Engineer by proactively monitoring systems, handling incidents and requests within SLAs, and keeping tickets updated. Triage and log issues before escalation, manage work queues, execute changes with risk mitigation, and audit tickets for quality. Collaborate with clients and other teams for second-level support, support change management and disaster recovery activities, and identify automation opportunities to improve efficiency.

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Proactively monitor systems and restore services by identifying, investigating, and resolving incidents and problems.
•Manage work queues and handle incidents and requests within agreed SLAs, updating tickets with actions taken.
•Execute changes with risk awareness and contribute to change management with detailed documentation.
•Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation.
•Handle client escalations professionally and support disaster recovery functions and tests when necessary.

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.
•Proficiency in planning activities and projects while adapting to changing circumstances.
•Bachelor’s degree in IT/Computing or equivalent work experience.

Experience:Managed servicesIT services

Education:Bachelor's in IT/Computing

Skills:CommunicationCollaborationProblem-solvingAbility to work under pressureClient-focused mindset

Tech Stack:ServiceNowITIL

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