NTT DATA is seeking a dynamic L2 Support Engineer to enhance the digital platforms and guest-facing web experiences for a prominent global hospitality client. This role is pivotal in ensuring operational excellence across critical customer journeys, including property search and booking.

Ideal candidates possess a blend of strong communication skills, structured problem-solving abilities, and a commitment to operational ownership and customer satisfaction. Beyond technical support, the position actively contributes to elevating support effectiveness, refining incident response, and improving observability and service quality throughout the digital support lifecycle.

This role demands a high degree of ownership, operational discipline, and the capacity to respond effectively during critical production incidents.

Key responsibilities include proactive monitoring of production systems, alerts, and dashboards to identify operational issues. You will perform incident triage, impact assessment, prioritization, and escalation coordination, working closely with support, engineering, and infrastructure teams.

Manage support queues, ensuring timely updates, escalations, and resolution tracking. Participate in incident, problem, and service management processes, adhering to operational SLAs and support standards. Contribute to major incident management activities and root cause analysis (RCA) to drive long-term operational improvements.

Collaborate with the Customer Offshore Manager for operational alignment and transparent communication. Coordinate effectively during high-impact incidents and operational reviews, ensuring clear and audience-appropriate communication. Maintain structured shift handoffs for seamless global support continuity.

We are looking for individuals with excellent verbal and written communication skills, adept at engaging with both technical and business stakeholders. You should demonstrate the ability to make sound operational decisions independently and adapt swiftly in dynamic support environments.

Strong operational responsiveness and accountability during support hours, including participation in rotational on-call support, are essential. While deep software development expertise is not a prerequisite, comfort with application flows, logs, integrations, APIs, and production support troubleshooting practices is necessary.

This role necessitates participation in rotational shifts and on-call support, aligned with global production support needs and U.S. business overlap. A minimum of 4–8 years of experience in application production support, digital operations, or enterprise service delivery is preferred. Experience supporting customer-facing web/mobile applications within transactional or digital commerce ecosystems is highly advantageous.