Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Information Technology Infrastructure Library Managed Services ServiceNow Incident Management Event Monitoring Escalation Management Change Management Vendor Management Project Management Internal Documentation Root Cause Analysis Problem Management Risk Management Process Automation Systems Disaster Recovery Customer Centricity

Other Skills

•
Troubleshooting (Problem Solving)
•
Intercultural Communication
•
Positivity
•
Adaptability
•
Communication
•
Teamwork

Roles & Responsibilities

Moderate-level experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools (preferably ServiceNow) and familiarity with ITIL processes.
Bachelor's degree in IT/Computing or equivalent work experience.
Proven ability to communicate effectively and work across different cultures and under pressure; client-focused mindset.

Requirements:

Proactively monitor, identify, investigate, and resolve technical incidents and problems to restore services and maintain client satisfaction.
Manage work queues and incidents/requests within SLAs; update tickets with actions and collaborate with teams for second-level support.
Execute changes with risk mitigation; contribute to change management with detailed documentation; audit tickets for quality and identify automation opportunities.
Handle client escalations professionally, assist in disaster recovery functions and tests, and work with automation teams and L1 Engineers to drive approved changes.

NTT Global Data Centers

About NTT Global Data Centers

Global Data Centers is becoming a division of NTT DATA. Our global platform is one of the largest in the world, spanning more than 20 countries and regions, including the Americas, Asia Pacific, EMEA and India. NTT is routinely recognized as a Leader by leading networking and data center analysts. As a neutral operator, we offer access to multiple cloud providers, a large variety of internet exchanges and telecommunication network providers including our own IPv6-compliant Tier 1 Global IP Network. You benefit from tailored infrastructure, and experience consistent best practices in design and operations across all of our reliable, scalable and customizable data centers. We’re ready to facilitate client adoption of next-generation technologies for computing at scale, virtualization, data migration, and cloud and B2B private connectivity both regionally and across the globe.

Company type: Scaleup

Founded: 2018

Company size: 501 - 1000

Website LinkedIn See all jobs →

Job description

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
As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction.

Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analysing, and logging issues before they escalate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.

You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.

Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

To thrive in this role, you need to have:

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.

Workplace type:

Remote Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.