Cross Technology Managed Services Engineer (L2)

NTT
Mumbai
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Work well under pressure","Client focus","Collaboration","Adaptability"]

Maintain clients’ IT infrastructure by proactively monitoring systems, investigating incidents, and restoring services within SLAs. Manage work queues and update tickets with actions taken while analyzing issues before they escalate. Execute and document changes, audit ticket quality, recommend improvements, and identify automation opportunities. Collaborate with other teams and clients for second-level support, handle escalations, and support disaster recovery testing when needed.

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FursaFursa
NTT
NTT
4 months ago

Cross Technology Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Maintain clients’ IT infrastructure by proactively monitoring systems, investigating incidents, and restoring services within SLAs. Manage work queues and update tickets with actions taken while analyzing issues before they escalate. Execute and document changes, audit ticket quality, recommend improvements, and identify automation opportunities. Collaborate with other teams and clients for second-level support, handle escalations, and support disaster recovery testing when needed.
Location: Mumbai
Workplace: Hybrid
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 to restore services.
  • •Manage work queues, address incidents/requests within agreed SLAs, and update tickets with actions taken.
  • •Analyze and log issues to prevent escalation, and perform second-level support with other teams and clients.
  • •Execute changes with risk awareness, document change management activities, and audit tickets for quality.
  • •Handle client escalations professionally and support disaster recovery functions and tests when necessary.

Key Requirements

  • •Moderate-level experience in managed services 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 and projects while adapting to changing circumstances.
  • •Bachelor’s degree in IT/Computing or equivalent work experience.
Experience:Managed services
Education:Bachelor's
Skills:CommunicationWork well under pressureClient focusCollaborationAdaptability
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
WebsiteLinkedIn