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The Managed Services Cross Technology Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

What you'll be doing

Key Roles and Responsibilities:

• Proactively monitors the work queues

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

• Updates tickets with resolution tasks performed

• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner

• Captures all required and relevant information for immediate resolution

• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems

• Communicates with other teams and clients for extending support

• Executes changes with clear identification of risks and mitigation plans to be captured into the change record

• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift

• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management

• Works with automation teams for effort optimization and automating routine tasks

• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc

• Identifies problems and errors before they impact a client’s service

• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting

• Leads and manages all initial client escalation for operational issues

• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items

• Ensures all changes are carried out with proper change approvals

• Plans and executes approved maintenance activities

• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles

• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

• May also contribute to / support on project work as and when required

• May work on implementing and delivering Disaster Recovery functions and tests

Education, Experience, and Skills

• Higher degree in IT or Computer Science (or past experience)

• At least 3-4 years’ experience in the field

• English speaking

• You demonstrate planning & time management skills, good verbal & written communication, ability to adapt, analyze problems, think innovatively, customer orientation

Knowledge or experience of IT, in particular, we appreciate if you have knowledge in any of the following:

• Windows Server Management (Exchange, File Servers, ADFS, etc...)

• VMware ecosystem

• Active directory management, DNS, DHCP, GPO…

• Microsoft O365 ecosystem

• Backup systems (preferably NetBackup)

• Monitoring tools experience (preferably SolarWinds)

• Storage: HPE

• Nice to have's : Azure technologies, Intunes, Defender, Multi-Factor Authentication (MFA), SQL Administration, CCNA.

Required Experience:

• Moderate level years of relevant managed services experience handling cross technology infrastructure

• Moderate level knowledge in ticketing tools preferably Service Now

• Moderate level working knowledge of ITIL processes

• Moderate level experience working with vendors and/or 3rd parties

Workplace type :

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.