Cross Technology Managed Services Engineer (l2)

Your day at NTT DATA

• The Managed Services Cross Technology Engineer (L2) is responsible for providing technical support and operational services to clients by proactively monitoring, troubleshooting, and resolving incidents across multiple technology domains.
• The engineer will work across technologies including Cloud, Virtualisation, Operating Systems, Networking, Monitoring, Security, and Automation, ensuring client environments remain stable, secure, and compliant with agreed service levels.
• The role focuses on supporting enterprise environments whilst developing technical expertise in Azure, Azure DevOps, infrastructure automation, and operational excellence. The engineer will contribute to continuous improvement initiatives, automation opportunities, and service enhancement projects while escalating complex issues to senior engineers where required.
• The primary objective of this role is to maintain service availability, meet SLA commitments, and provide excellent customer experience through efficient incident resolution and operational support

Key Responsibilities

Operational Support

• Monitor and maintain client infrastructure across multiple technology domains.
• Perform daily operational checks and respond to alerts generated from monitoring platforms.
• Investigate and resolve incidents within agreed service levels.
• Escalate complex incidents to L3 engineers where required.
• Ensure all incidents, service requests, and changes are accurately documented within service management systems.
• Participate in root cause investigations and post-incident reviews.
• Provide regular updates to customers and stakeholders regarding incident progress.

Azure & Cloud Operations

• Support Microsoft Azure environments including: Virtual Machines, Azure Update Manager, Azure Monitor, Azure Backup, Azure Networking, Azure Storage, Azure Identity, and Access Management
• Deploy and maintain Azure resources following established standards.
• Assist with cloud platform optimisation and governance initiatives.
• Support patching, compliance, monitoring, and reporting activities.

DevOps & Automation

• Support Azure DevOps repositories, pipelines, and deployment processes.
• Assist in maintaining and optimising CI/CD pipelines.
• Contribute to Infrastructure-as-Code deployments using: ARM Templates Bicep Terraform
• Develop and maintain automation scripts for operational tasks.
• Support automation initiatives for: Provisioning Monitoring Patching Reporting Compliance activities

Virtualisation & Infrastructure

• Provision and maintain virtual machines.
• Troubleshoot performance and availability issues.
• Assist with backup, recovery, disaster recovery testing, and infrastructure maintenance activities.

Documentation & Continuous Improvement

• Create and maintain technical documentation and knowledge articles.
• Identify opportunities to improve operational processes and reduce manual effort.
• Contribute to continuous service improvement initiatives.
• Share knowledge within the team and participate in technical discussions.

Project Support

• Participate in infrastructure projects and customer onboarding activities.
• Support implementation and migration activities.
• Assist senior engineers during project delivery.

Knowledge, Skills & Attributes

Technical Skills

• Good understanding of Microsoft Azure services and administration.
• Knowledge of Azure DevOps practices and tooling.
• Understanding of CI/CD concepts and deployment pipelines.
• Experience with infrastructure automation and scripting.
• Strong PowerShell scripting capability.
• Basic knowledge of Terraform, ARM, or Bicep deployments.
• Experience supporting virtualized environments.
• Working knowledge of Windows Server and Linux administration.
• Understanding of monitoring and alerting solutions.
• Knowledge of backup and disaster recovery concepts.

Soft Skills

• Strong troubleshooting and analytical skills.
• Ability to communicate effectively with customers and technical teams.
• Ability to work under pressure and manage multiple priorities.
• Strong customer-focused approach.
• Excellent documentation skills.
• Willingness to learn and develop new technical skills.
• Ability to work within a team environment.

Academic Qualifications & Certifications

Required

• Diploma, Degree, or equivalent qualification in IT, Computer Science, or related discipline.
• Microsoft Azure Administrator Associate (AZ-104) or equivalent experience.
• ITIL Foundation certification or equivalent operational experience.

Preferred

• Microsoft Azure Solutions Architect Expert (AZ-305)
• Microsoft DevOps Engineer Expert (AZ-400)
• Any cloud, infrastructure, or virtualisation-related certifications

Required Experience

Essential

• 3-5 years experience in a Managed Services, Infrastructure, Cloud, or Operations role.
• Experience supporting Microsoft Azure environments.
• Experience supporting enterprise Virtual Machine platforms.
• Experience working within SLA-driven support environments.
• Experience using ITSM platforms and adhering to ITIL processes.
• Experience with PowerShell scripting and automation.
• Experience with monitoring and incident management.

Preferred

• Experience supporting large enterprise Azure environments.
• Experience with Azure DevOps and CI/CD pipelines.
• Experience with Infrastructure as Code (Terraform, ARM, or Bicep).
• Exposure to automation, compliance reporting, and operational optimisation initiatives.