Cross Technology Managed Services-Backup Engineer (L2)

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

Maintain clients’ cross-technology IT infrastructure by proactively monitoring, detecting, and resolving incidents and requests within SLA targets. Manage work queues, update tickets with actions taken, and analyze issues to prevent escalation. Execute controlled changes with documented risk mitigation, audit tickets for quality, and identify automation opportunities to improve efficiency. Handle client escalations, collaborate with L1 teams and other groups, and support disaster recovery functions and tests.

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FursaFursa
NTT
NTT
2 weeks ago

Cross Technology Managed Services-Backup Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Maintain clients’ cross-technology IT infrastructure by proactively monitoring, detecting, and resolving incidents and requests within SLA targets. Manage work queues, update tickets with actions taken, and analyze issues to prevent escalation. Execute controlled changes with documented risk mitigation, audit tickets for quality, and identify automation opportunities to improve efficiency. Handle client escalations, collaborate with L1 teams and other groups, and support disaster recovery functions and tests.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Proactively monitor, identify, investigate, and resolve technical incidents and problems to restore services.
  • •Manage work queues and handle incidents and requests within agreed SLAs while updating tickets with actions taken.
  • •Execute and document changes, mitigating risks and contributing to change management activities.
  • •Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation.
  • •Support disaster recovery functions and tests, and handle client escalations with professionalism.

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 and projects while adapting to changing circumstances.
  • •Bachelor’s degree in IT/Computing or equivalent work experience.
Experience:Managed services
Education:Bachelor's in IT/Computing
Skills:CommunicationCross-cultural collaborationClient focusAbility to work under pressureDocumentation
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