System MS Engineer - L2

Overview

As a Cross Technology Managed Services Engineer (L2), you will maintain clients' IT infrastructure and systems by monitoring, investigating and resolving technical incidents and problems. You will provide second-level support, restore services and help ensure client satisfaction.

What you'll do

• Proactively monitor, identify, investigate and resolve technical incidents and problems.
• 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.
• Execute changes, understand and mitigate risks, and contribute to the change management process 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.
• Support L1 Engineers.
• Contribute to various projects and ensure that all changes are approved.
• Maintain a positive outlook in high-pressure situations.

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.
• 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.

Details

• Location: Mumbai, India.
• Workplace type: On-site Working.
• Working longer hours may be necessary.