Cross Technology Managed Services Engineer (L2)-2

Overview

Cross Technology Managed Services Engineer (L2) to maintain client IT infrastructure by handling incidents, requests, and service restoration within SLA.

What you'll do

• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Manage work queues and handle incidents/requests within agreed SLAs.
• Update tickets with investigation and actions taken.
• Collaborate with other teams and clients for second-level support and issue resolution.
• Execute changes with risk mitigation and support change management documentation.
• Audit incident and request tickets for quality, recommend improvements, and identify automation tasks.
• Handle client escalations and assist with disaster recovery functions and tests as 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.
• Experience working with vendors and third parties.
• Ability to plan activities/projects with changing circumstances in mind.
• Ability to work longer hours when necessary and adapt to changing circumstances.
• Effective communication across different cultures and social groups.

Details

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