Cloud Managed Services Engineer
4 days ago
Job Description
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Cloud Managed Services Engineer (L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their Cloud based infrastructure remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated cloud-based incidents and problems to ensure the restoration of these services to the clients. The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). This role focuses on forth-line support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client.This role may also contribute to / support on project work as and when required.
What you'll be doing
Key Roles and Responsibilities:Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in natureWorks independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performedProactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problemShares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineersCommunicates with other teams and clients for extending supportActs as emergency support contact as needed, for critical client and business-impacting issuesEnsures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shiftSupports, tracks, and documents change implementationProvides timely escalation of all tickets to management with ensuing updates, where applicableProactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasksSystematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practicesUses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environmentsCoaches Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teamsPerforms quality audits, covering process, service experience, ticket updates, etc as requiredMay manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelinesMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes:Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change recordDeep technical skills in relevant functionsExcellent client service orientation and passion for achieving or exceeding expectationsExcellent written and verbal communication skillsAbility to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey
Academic Qualifications and Certifications:Bachelor's degree or equivalent qualification in Information Technology/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 such as:•VMware certified Professional: Data Centre Virtualization•VMware Certified Specialist – Cloud Provider•VMware Site Recovery Manager: Install, Configure, Manage•Microsoft Certified: Azure Architect Expert•AWS Certified: Solutions Architect Associate•Veeam Certified Engineer (VMCE)•Rubrik Certified Systems Administrator•Zerto, pure, vxrail•Google Cloud Platform (gcp)•Oracle Cloud Infrastructure (oci)
Required Experience:Advanced Managed Services experienceAdvanced knowledge and experience in ticketing tools, preferably Service NowWorked in multiple large Global Enterprise client outsourcing projectsAdvanced vendor management experienceTrack record of effective shift left work management skills (moving work to junior levels)Advanced experience and understanding of the IT industry and standards for IT service managementAdvanced experience in more than one area of expertiseAdvanced experience across Emerging technology and trends impacting IT operationsAdvanced years of experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration
Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
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. Join our growing global team and accelerate your career with us. Apply today.
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