Cross Technology Managed Services Engineer (L3)

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 (L3) at NTT DATA, your primary role will be to provide exceptional service to our clients by proactively identifying and resolving technical incidents. You will ensure that client infrastructure is configured, tested, and operational, leveraging your deep technical expertise to solve complex problems and enhance our service quality.

Key Responsibilities:

· Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.

· Performs necessary checks, apply monitoring tools and respond to alerts.

· Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail.

· Assists in analyzing, assigning, and escalating support calls.

· Investigates third line support calls assigned and identify the root cause of incidents and problems.

· Reports and escalates issues to 3rd party vendors if necessary.

· Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.

· Proactively identifies opportunities for work optimization including opportunities for automation of work.

· Coaches L2 teams for advance technical troubleshooting and behavioral skills.

· May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.

· May work on implementing and delivering disaster recovery functions and tests.

· Performs any other related task as required.

Knowledge 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 throughout the total client journey.

Academic Qualifications and Certifications:

· Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

· Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

· Relevant certifications include (but not limited to) -

· CCNP or equivalent certification.

· CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.

· VMware certified Professional: DATA Centre Virtualization.

· VMware Certified Specialist – Cloud Provider.

· VMware Site recovery Manager: Install, Configure, Manage.

· Microsoft Certified: Azure Architect Expert.

· AWS Certified: Solutions Architect Associate.

· Veeam Certified Engineer (VMCE).

· Rubrik Certified Systems Administrator.

· Zerto, pure, vxrail.

· Google Cloud Platform (gcp).

· Oracle Cloud Infrastructure (oci).

· SAP Certified Technology Associate - OS dB Migration for SAP NetWeaver 7.4.

· SAP Technology Consultant.

· SAP Certified Technology Associate - SAP HANA 2.0.

· Oracle Cloud Infrastructure Architect Professional.

· IBM Certified System Administrator - WebSphere Application Server Network.

Part of your Responsibilities will entail pre-emptive service incident resolution, product reviews, and operational improvements. You will manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions. Your role will also involve mentoring junior team members and working across various technology domains such as Cloud, Security, Networking, and Applications.

You will conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems. Logging incidents with the required level of detail, you will analyse, assign, and escalate support calls. Additionally, you will proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.

Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.

You will engage with third-party vendors when necessary and keep systems and portals updated as prescribed. As a senior engineer, you will coach L2 teams on advanced troubleshooting techniques and support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines.
To thrive in this role, you need to have:

• Extensive Managed Services experience handling complex cross-technology infrastructure.
• Strong understanding of ITIL processes.
• Proven experience working with vendors and/or third parties.
• Ability to communicate and work across different cultures and social groups.
• Effective planning skills, even in changing circumstances.
• Positive outlook and ability to work well under pressure.
• Active listening skills and adaptability to changing client needs.
• Client-focused approach to create positive client experiences throughout their journey.
• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

Workplace type:

On-site 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.

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