Cross Technology Managed Services-Backup Engineer (L2)

Overview

Cross Technology Managed Services-Backup Engineer (L2) responsible for second-level support for client IT infrastructure, including monitoring, incident handling, and service restoration.

What you'll do

• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Manage work queues and handle incidents and requests within agreed SLAs.
• Update tickets with actions taken and log issues to prevent escalation.
• Execute changes with risk understanding and contribute to change management documentation.
• Audit incident and request tickets for quality and recommend improvements.
• Handle client escalations and support disaster recovery functions and tests when needed.

What you'll need

• 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 with changing circumstances in mind.
• Ability to work longer hours when necessary.
• Proven ability to communicate effectively across different cultures and social groups.

Details

• Workplace type: On-site.
• Location: Mumbai, India.