Cross Technology Managed Services Engineer (L2)

Overview

Cross Technology Managed Services Engineer (L2) responsible for maintaining clients' IT infrastructure and systems through monitoring, incident/problem resolution, and service restoration.

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 actions taken and log/identify issues before they escalate.
• Collaborate with other teams and clients to deliver second-level support.
• Execute changes with risk mitigation and contribute to change management documentation.
• Audit incident and request tickets for quality and recommend improvements/automation tasks.
• Handle client escalations and support disaster recovery functions/tests when necessary.

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

Details

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