Cross Technology Managed Services Middleware Engineer (L2)

Overview

Provide second-level managed services support for cross-technology IT infrastructure, resolving incidents and problems while maintaining service quality and client satisfaction.

What you'll do

• Monitor infrastructure and investigate and resolve technical incidents and problems.
• Manage work queues and address incidents and requests within agreed SLAs.
• Update tickets with actions taken and audit tickets for quality.
• Collaborate with teams, vendors, third parties, and clients on escalations and problem resolution.
• Execute approved changes, assess risks, and document change activities.
• Support disaster recovery functions and tests.
• Identify automation opportunities and support L1 Engineers and projects.

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.
• Bachelor's degree in IT or Computing, or equivalent work experience.
• Ability to plan activities and projects amid changing circumstances.
• Effective communication across different cultures and social groups.
• Ability to work longer hours when necessary and under pressure.

Details

• Location: Chennai, India.
• Work mode: On-site.