Make an impact with NTT DATA
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Your day at NTT DATA
Resource with 5 years experience in ServicNow Development including workflow creation, integration with Ansible/tools

What you'll be doing
Key Responsibilities:
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 explicit 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.
Leads and manages all initial client escalation for operational issues.
Contributes to the change management process by logging all

📌 Senior Engineer Mumbai
🏢 NTT
📍 Mumbai