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 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 and across two or more technology domains - Cloud, Security, Networking, Applications and/or Collaboration.What you'll be doingKey Roles and Responsibilities:Proactively monitors the work queuesPerforms operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdates tickets with resolution tasks performedIdentifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides second level support to all incidents, requests and identifies the root cause of incidents and problemsCommunicates with other teams and clients for extending supportExecutes changes with clear identification of risks and mitigation plans to be captured into the change recordFollows 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 shiftEscalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to managementWorks with automation teams for effort optimization and automating routine tasksAbility to work across various other resolver group (internal and external) like Service Provider, TAC, etcIdentifies problems and errors before they impact a client’s serviceProvides Assistance to L1 Security Engineers for better initial triage or troubleshootingLeads and manages all initial client escalation for operational issuesContributes 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 ItemsEnsures all changes are carried out with proper change approvalsPlans and executes approved maintenance activitiesAudits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articlesProduces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effortMay also contribute to / support on project work as and when requiredMay work on implementing and delivering Disaster Recovery functions and testsEducation, Experience, and Skills Higher degree in IT or Computer Science (or past experience)At least 3-4 years’ experience in the fieldEnglish speakingYou demonstrate planning & time management skills, good verbal & written communication, ability to adapt, analyze problems, think innovatively, customer orientationKnowledge 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 ecosystemActive directory management, DNS, DHCP, GPO…Microsoft O365 ecosystemBackup systems (preferably NetBackup)Monitoring tools experience (preferably SolarWinds)Storage: HPENice 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 infrastructureModerate level knowledge in ticketing tools preferably Service NowModerate level working knowledge of ITIL processesModerate level experience working with vendors and/or 3rd partiesWorkplace type: On-site Working#J-18808-Ljbffr