Service Management Engineer L2 (IPC)

About the role

As a Service Management Engineer (L2) at NTT DATA, you will ensure the smooth operation of clients' IT infrastructure by monitoring, investigating, and resolving incidents. You will act as the primary point of contact for restoring services and maintaining high client satisfaction.

Key responsibilities

• Manage work queues, address incidents and service requests within agreed SLAs, and keep tickets up‑to‑date.
• Identify, analyse, and log issues before they escalate to preserve service quality.
• Provide second‑level support, collaborate with other teams and clients, and handle client escalations professionally.
• Execute and document changes, mitigate risks, and support the change‑management process.
• Audit incident and request tickets for quality, suggest improvements, and identify automation opportunities.
• Assist in disaster‑recovery testing and support L1 engineers.

Required profile

• Moderate‑level experience in managed services handling cross‑technology infrastructure.
• Familiarity with ITIL processes and working with vendors/third parties.
• Ability to work longer hours when needed and adapt to changing circumstances.
• Strong communication skills across cultures and a positive outlook under pressure.
• Bachelor's degree in IT/Computing or equivalent work experience.

Required skills

• ServiceNow (ticketing tool)
• ITIL framework