Cross Technology Managed Services Engineer (L2)

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Cross Technology Engineer (L2) is a developing engineering role, 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.
The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
The Managed Services Cross Technology Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and 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

• • The MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions .The MS Engineer s responsible for managing tickets of low to high complexity.
    Key Roles and Responsibilities:
    •    Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
    •    Perform necessary checks, apply monitoring tools and respond to alerts
    •    Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
    •    Assist in analyzing, assigning, and escalating support calls
    •    Investigate third line support calls assigned and identify the root cause of incidents and problems
    •    Report and escalate issues to 3rd party vendors if necessary
    •    Provide onsite technical support to clients and provide field engineering services to clients
    •    Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
    •    Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
    •    Proactively identify opportunities for work optimization including opportunities for automation of work

    Knowledge, Skills, and Attributes:
    •    Ability to communicate and work across different cultures and social groups
    •    Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
    •    Ability to maintain a positive outlook at work
    •    Ability to work well in a pressurized environment
    •    Ability to work hard and put in longer hours when it is necessary
    •    Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
    •    Ability to adapt to changing circumstances
    •    Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience through
     

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.