Cross Technology Managed Services Engineer

3 weeks ago

Mumbai, Maharashtra, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Managed Services Cross Technology Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

Working at NTT

Key Roles and Responsibilities:

  • Monitors client infrastructure and solutions
  • Identifies problems and errors prior to or when they occur
  • Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  • Investigates first line incidents assigned and identifies the root cause of incidents and problems
  • Provides telephonic or chat support to clients when required
  • Schedules maintenance activity windows for patching and configuration changes
  • Follows the required handover procedures for shift changes to ensure service continuity
  • Reports and escalates incidents where necessary
  • Ensures the efficient and comprehensive resolutions of incidents and requests
  • Updates existing knowledge articles or create new ones
  • Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
  • May also contribute to / support on project work as and when required
  • May work on implementing and delivering Disaster Recovery functions and tests


Knowledge, Skills 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:
    • CCNA or relevant level 1 Network Security certification is good to have
    • Microsoft Certified: Azure Administrator Associate
    • AWS Certified: Solutions Architect Associate
    • Veeam Certified Engineer
    • VMware certified Professional: Data Centre Virtualization
    • Zerto, pure, vxrail
    • Google Cloud Platform (gcp)
    • Oracle Cloud Infrastructure (oci)


Required Experience:

  • Entry-level experience with troubleshooting and providing the support required in security / network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation
  • Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.)
  • Basic knowledge of ITIL processes

Skills Summary

Incident Resolution, Infrastructure Deployment, IT Infrastructure Support, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting

Workplace type:

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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