MS Server Engineer (L2), East London

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Your day at NTT DATA As a MS Server Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go‑to person to restore services and ensure our clients' satisfaction.

Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analysing, and logging issues before they escalate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second‑level support, ensuring seamless communication and efficient problem resolution.

You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.

Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high‑pressure situations.

Responsibilities

Proactively monitor the work queues.

Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.

Update tickets with resolution tasks performed.

Identify, investigate, analyze issues and errors before or when they occur, and log all such incidents in a timely manner.

Capture all required and relevant information for immediate resolution.

Provide second level support to all incidents, requests and identify the root cause of incidents and problems.

Communicate with other teams and clients for extending support.

Execute changes with clear identification of risks and mitigation plans to be captured into the change record.

Follow the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.

Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.

Work with automation teams for effort optimization and automating routine tasks.

Work across various other resolver groups (internal and external) like Service Provider, TAC, etc.

Identify problems and errors before they impact a client’s service.

Provide assistance to L1 Security Engineers for better initial triage or troubleshooting.

Lead and manage all initial client escalation for operational issues.

Contribute 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.

Ensure all changes are carried out with proper change approvals.

Plan and execute approved maintenance activities.

Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.

Produce 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.

Perform any other related task as required.

Knowledge and Attributes

Ability to communicate and work across different cultures and social groups.

Ability to plan activities and projects well in advance, and take into account possible changing circumstances.

Ability to maintain a positive outlook at work.

Ability to work well in a pressurized environment.

Ability to work hard and put in longer hours when it is necessary.

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.

Ability to adapt to changing circumstances.

Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

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):

CCNA certification or a minimum of 5 years working with CCNA.

Microsoft Certified: Azure Administrator Associate

Microsoft Hybrid Admin on Prem or Cloud

AWS Certified: Solutions Architect Associate

Veeam Certified Engineer preferred.

VMware certified Professional: DATA Centre Virtualization

A+, N+ and S+

Vendor certifications (e.g. Dell)

Required Experience

Moderate level years of relevant managed services experience handling cross technology infrastructure.

5-7 years of worked experience as a Server Engineer or in a similar role.

Moderate level knowledge in ticketing tools preferably ServiceNow.

Moderate level working knowledge of ITIL processes.

Moderate level experience working with vendors and/or 3rd parties.

Workplace Type On‑site Working

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.

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