MS Engineer L2, Windows
NTT DATA, Inc.
Mumbai Metropolitan Region2h agovia LinkedIn
About the Role
As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will be essential in maintaining clients' IT infrastructure and systems. Your expertise will ensure systems run smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You will be responsible for restoring services and ensuring client satisfaction.
Key Responsibilities
- Manage work queues, addressing incidents and requests within agreed SLAs.
- Update tickets with actions taken.
- Identify, analyze, and log issues before they escalate to maintain service quality.
- Collaborate with other teams and clients to provide second-level support.
- Execute changes meticulously, understanding and mitigating risks.
- Contribute to the change management process with detailed documentation.
- Audit incident and request tickets for quality and recommend improvements.
- Identify tasks for automation to enhance efficiency.
- Handle client escalations professionally.
- Assist in disaster recovery functions and tests when necessary.
- Drive the optimization of efforts by working with automation teams.
- Support L1 Engineers.
- Contribute to various projects.
- Ensure all changes are approved.
- Maintain a positive outlook in high-pressure situations.
Requirements & Tech Stack
- Ticketing tools, preferably ServiceNow.
- Familiarity with ITIL processes.
- Experience working with vendors and third parties.
- Proficiency in planning activities and projects, considering changing circumstances.
- Ability to work longer hours when necessary.
- Ability to adapt to changing circumstances with ease.
- Proven ability to communicate effectively.
- Ability to work across different cultures and social groups.
- Positive outlook.
- Ability to work well under pressure.
- Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.
Qualifications
- Moderate-level experience in managed services roles handling cross-technology infrastructure.
- Bachelor's degree in IT/Computing or equivalent work experience.