Cross Technology Managed Services Engineer (L2)

Overview

Maintain clients' IT infrastructure and systems as a Cross Technology Managed Services Engineer (L2), providing second-level support and helping restore services, resolve incidents and problems, and maintain service quality.

What you'll do

• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Restore services and ensure clients' satisfaction.
• Manage work queues and address incidents and requests within agreed SLAs.
• Update tickets with the actions taken.
• Identify, analyse, and log issues before they escalate.
• Collaborate with other teams and clients to provide second-level support and resolve problems efficiently.
• Execute changes, understand and mitigate risks, and contribute to change management with detailed documentation.
• Audit incident and request tickets for quality and recommend improvements.
• Identify tasks for automation to enhance efficiency.
• Handle client escalations professionally.
• Assist in disaster recovery functions and tests when necessary.
• Work with automation teams to optimize efforts and support L1 Engineers.
• Contribute to various projects, ensuring that all changes are approved.

What you'll need

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Knowledge of ticketing tools.
• Familiarity with ITIL processes.
• Experience working with vendors and third parties.
• Proficiency in planning activities and projects, taking changing circumstances into account.
• Ability to work longer hours when necessary.
• Ability to adapt to changing circumstances with ease.
• Proven ability to communicate effectively and work across different cultures and social groups.
• Positive outlook and ability to work well under pressure.
• Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.
• Bachelor's degree in IT/Computing or equivalent work experience.

Nice to have

• Preferably, knowledge of ServiceNow.

Details

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