Cross Technology Managed Services Engineer (L2)

About the role

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will ensure the stability and performance of client IT infrastructures. You will monitor, investigate, and resolve incidents, providing second‑level support and maintaining high service quality.

Key responsibilities

• Manage work queues, address incidents and service requests within agreed SLAs, and keep tickets up‑to‑date.
• Proactively identify, analyse, and log issues before they impact services.
• Execute and document changes, assess risks, and support the change‑management process.
• Audit tickets for quality, suggest improvements, and identify automation opportunities.
• Handle client escalations professionally and assist with disaster‑recovery testing.
• Collaborate with L1 engineers, automation teams, and external vendors to deliver seamless support.

Required profile

• Moderate‑level experience in managed‑services environments handling cross‑technology infrastructure.
• Familiarity with ITIL processes and experience working with third‑party vendors.
• Ability to work flexible hours and adapt to changing circumstances.
• Strong communication skills across cultures and a client‑focused mindset.
• Bachelor’s degree in IT/Computing or equivalent practical experience.

Required skills

• ServiceNow (or similar ticketing tool)
• ITIL framework