Server Engineer (Level 2) – Managed Services

About the role

The Server Engineer (L2) at NTT DATA provides second‑line support for managed‑service clients, ensuring their IT infrastructure remains operational. You will monitor, investigate, and resolve incidents across multiple technology domains while adhering to service level agreements.

Key responsibilities

• Proactively monitor work queues and resolve incidents/requests within SLA.
• Update tickets with detailed resolution steps and capture relevant information.
• Identify, investigate, and analyse issues before they impact services.
• Provide root‑cause analysis and communicate with clients and internal teams.
• Execute changes with documented risk mitigation and obtain proper approvals.
• Participate in shift handover, highlighting critical tickets and upcoming tasks.
• Escalate tickets to Centres of Excellence or management when needed.
• Collaborate with automation teams to streamline routine tasks.
• Support change management processes, including logging and approving changes.
• Audit incident and request tickets for quality, updating knowledge articles as required.
• Contribute to project work on an as‑needed basis.

Required profile

• Experience in second‑line server support for managed services.
• Ability to work across multiple technology domains such as cloud, security, networking, applications, and collaboration.
• Strong analytical skills to diagnose and resolve complex incidents.
• Effective communication skills for client and team interaction.
• Willingness to work in shift patterns and follow handover procedures.
• Proactive attitude toward automation and process improvement.

Required skills