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NTT DATA
MS Engineer L2, Data Centre Operations
NTT DATA
Mumbai•On-site•0-1 Yrs•3 days ago
Job description
Data Centre OperationsManaged ServicesSupport EngineeringInfrastructure MaintenanceITILCross Technology Support
Overview
Cross Technology Managed Services Engineer (L2) role at NTT DATA, responsible for maintaining IT infrastructure and systems through monitoring, identifying, investigating, and resolving technical incidents and problems.
Responsibilities
- Maintain IT infrastructure by proactively monitoring, identifying, investigating, and resolving technical incidents and problems
- Manage work queues, address incidents and requests within agreed SLAs, and update tickets with actions taken
- Identify, analyze, and log issues before they escalate to prevent service disruption
- Collaborate closely with other teams and clients for second-level support
- Execute changes meticulously, understanding and mitigating risks during the change management process
- Audit incident and request tickets for quality and recommend improvements
- Handle client escalations professionally and assist in disaster recovery functions and tests when necessary
Qualifications
- 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, taking changing circumstances into account
- Ability to work longer hours when necessary and adapt to changing circumstances with ease
- Proven ability to communicate effectively and work across different cultures and social groups
- Positive outlook and ability to work well under pressure
- Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
- Bachelor's degree in IT/Computing or equivalent work experience
Education
- Bachelor's degree in IT/Computing or equivalent work experience