Make an impact with NTT DATA
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The Managed Services Cross Technology Engineer (L2/L3) – Systems Automation is a developing or seasoned engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.
Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2/L3) is able to restore service to clients.
This role is the core modern infrastructure engineer automating the entire system delivery and operations lifecycle. The primary objective of this role is to proactively work on automation aspects of work focusing on Systems relating to the operations. Also to work on client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
The Managed Services Cross Technology Engineer (L2/L3) focuses on automation, infrastructure management, continuous delivery, and system reliability. Also as a second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.
This role may also contribute to / support on project work as and when required.
Key Responsibilities:
- Automate the continuous integration, delivery, and deployment (CI/CD) pipelines (e.g., using Jenkins, GitLab CI).
- Manage infrastructure provisioning using Infrastructure as Code (IaC) tools like Terraform across cloud platforms.
- Orchestrate and manage application deployment using Docker and Kubernetes (K8s).
- Implement configuration management (e.g., Ansible) for server hardening, patching, and maintaining system state.
- Design and maintain robust Observability solutions (monitoring, logging, tracing) for production systems.
- Ensure system reliability, scalability, and performance through automation and proactive tuning.
- Develop automation scripts (e.g., Python, Bash) to reduce manual operational toil.
- Proactively monitors the work queues.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients for extending support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Works with automation teams for effort optimization and automating routine tasks.
- Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
- Identifies problems and errors before they impact a client’s service.
- Provides Assistance to L1 Engineers for better initial triage or troubleshooting.
- Leads and manages all initial client escalation for operational issues.
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support on project work as and when required.
- May work on implementing and delivering disaster recovery functions and tests.
- Performs any other related task as required.
Academic Qualifications and Certifications and tools:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
- Relevant certifications include (but not limited to) -
- Microsoft Certified: Azure Administrator Associate
- AWS Certified: Solutions Architect Associate
- Veeam Certified Engineer
- VMware certified Professional: DATA Centre Virtualization
- Git, GitHub, GitLab CI/CD, Jenkins, GitHub Actions
- Terraform
- Ansible
- Docker
- Kubernetes (K8s)
- Helm
- Chef
- Puppet
- AWS CloudFormation
- Prometheus
- Grafana
- ELK Stack (Elasticsearch, Logstash, Kibana)
- Datadog
- Splunk
- New Relic
- HashiCorp Vault (Secrets Management)
- Python
- Bash
Workplace type:
On-site WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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