L2 Support Engineer

You will be joining as a L2 Support Engineer in NTT DATA, to support a global hospitality customer's digital platforms and guest-facing web experiences. Your role will involve monitoring, incident triage, escalation coordination, operational support, and stakeholder communication across critical customer journeys such as property search and booking. Key Responsibilities: - Monitor production systems, alerts, dashboards, and customer-impacting signals to identify operational issues proactively. - Perform incident triage, impact assessment, prioritization, and escalation coordination for production issues. - Coordinate escalations across support, engineering, infrastructure, and customer stakeholders to ensure timely issue resolution. - Manage support queues and ensure timely ownership, updates, escalation, and resolution tracking. - Support incident, problem, and service management processes in alignment with operational SLAs and support standards. - Support major incident management activities including impact assessment, stakeholder coordination, recovery tracking, and post-incident follow-through. - Participate in root cause analysis (RCA) discussions and contribute toward long-term operational improvements and recurring issue reduction. Qualification Required: - 48 years of experience in application production support, digital operations, or enterprise service delivery environments. - Experience supporting customer-facing web/mobile applications in transactional or digital commerce ecosystems. - Strong understanding of incident management, problem management, production support processes, and ITSM operating models. - Experience working within offshore delivery models supporting global enterprise customers. - Familiarity with observability platforms, application log analysis, and operational reporting practices. - Experience coordinating across engineering, product, infrastructure, and service management teams during production incidents. - Experience supporting hospitality, booking, eCommerce, or other customer-facing transactional platforms is highly preferred. You will have the opportunity to work with a leading technology services provider committed to accelerating client success and positively impacting society through responsible innovation. NTT DATA is dedicated to providing a flexible work environment and ensuring the evolving needs of both clients and employees are met. You will be joining as a L2 Support Engineer in NTT DATA, to support a global hospitality customer's digital platforms and guest-facing web experiences. Your role will involve monitoring, incident triage, escalation coordination, operational support, and stakeholder communication across critical customer journeys such as property search and booking. Key Responsibilities: - Monitor production systems, alerts, dashboards, and customer-impacting signals to identify operational issues proactively. - Perform incident triage, impact assessment, prioritization, and escalation coordination for production issues. - Coordinate escalations across support, engineering, infrastructure, and customer stakeholders to ensure timely issue resolution. - Manage support queues and ensure timely ownership, updates, escalation, and resolution tracking. - Support incident, problem, and service management processes in alignment with operational SLAs and support standards. - Support major incident management activities including impact assessment, stakeholder coordination, recovery tracking, and post-incident follow-through. - Participate in root cause analysis (RCA) discussions and contribute toward long-term operational improvements and recurring issue reduction. Qualification Required: - 48 years of experience in application production support, digital operations, or enterprise service delivery environments. - Experience supporting customer-facing web/mobile applications in transactional or digital commerce ecosystems. - Strong understanding of incident management, problem management, production support processes, and ITSM operating models. - Experience working within offshore delivery models supporting global enterprise customers. - Familiarity with observability platforms, application log analysis, and operational reporting practices. - Experience coordinating across engineering, product, infrastructure, and service management teams during production incidents. - Experience supporting hospitality, booking, eCommerce, or other customer-facing transactional platforms is highly preferred. You will have the opportunity to work with a leading technology services provider committed to accelerating client success and positively impacting society through responsible innovation. NTT DATA is dedicated to providing a flexible work environment and ensuring the evolving needs of both clients and employees are met.