**Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The Managed Services Cross Technology Engineer (L2) is a developing 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) is able to restore service to clients. The primary objective of this role is to proactively review 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) focuses on 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. **What you'll be doing** **Key Responsibilities:** + Proactively monitors the work queues. + Hands on experience in troubleshooting various devices + Must have routing and switching experience + Must have experience in FortiGate and Palo Alto firewalls + 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. + 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 Security Engineers for better initial triage or troubleshooting. **Academic Qualifications and Certifications:** + 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) - + CCNP or equivalent certification + CCNA certification in must, CCNP in Security or PCNSE certification is good to have. **Required Experience:** Cisco Routing and Switching FortiGate firewall Palo Alto firewall **Workplace type** **:** On-site Working **About NTT DATA** NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. **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.