Cross Technology Managed Services Engineer (L4)

Overview

Provide fourth-line managed services support across two or more technology domains, resolving escalated incidents and keeping client IT infrastructure and systems operational within SLAs.

What you'll do

• Review client requests and tickets and provide immediate and permanent resolutions to escalated technical incidents.
• Provide fourth-line support for complex issues that lower-level teams could not resolve.
• Investigate issues in advance, document solutions, and share insights to empower other engineers.
• Participate in change implementation tracking and ensure contracted Managed Services outcomes are delivered to clients promptly.
• Communicate effectively with other teams and clients.
• Act as an emergency support contact for critical client and business-impacting issues.
• Contribute to and support project work as needed, including optimizing data storage and implementing disaster recovery functions.
• Continuously update and improve processes to drive automation and efficiency across operations.

What you'll need

• Deep technical skills in relevant functions and a passion for exceeding client expectations.
• Advanced Managed Services experience handling complex cross-technology infrastructure.
• Familiarity with ticketing tools such as ServiceNow.
• Extensive vendor management experience.
• Advanced experience in multiple technology domains and an understanding of IT industry standards and emerging trends.
• Excellent change management skills, capable of planning and executing changes with clear risk identification and mitigation.
• Proficiency in listening techniques and client-focused interaction to ensure a positive client journey.
• Ability to communicate and work effectively across different cultures and social groups.
• Resilience under pressure and a positive outlook at work.
• A bachelor's degree in IT/Computing or equivalent work experience.

Details

• Location: Hyderabad, India.
• Workplace type: Hybrid.