Cross Technology Managed Services Engineer (L2)

Overview

Cross Technology Managed Services Engineer (L2) responsible for maintaining clients’ IT infrastructure and systems through proactive 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/requests within agreed SLAs.
• Update tickets with actions taken and log/analyze issues before they escalate.
• Provide second-level support and collaborate with other teams and clients.
• Execute changes with risk mitigation and contribute to change management documentation.
• Audit tickets for quality, recommend improvements, and identify tasks for automation.
• 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.
• Ability to plan activities/projects considering changing circumstances.
• Communication skills to work effectively across different cultures and social groups.
• Bachelor’s degree in IT/Computing or equivalent work experience.

Details

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