Cloud Engineer

3 weeks ago

Mumbai, Maharashtra, India NTT DATA Full time

About the Role

Overview of the Job

The Cloud Managed Services Engineer will be responsible for providing a support and monitoring managed service for clients' cloud-based environments. This role involves proactively identifying, investigating, and resolving cloud-based incidents, service requests, and alerts. The primary objective is to ensure zero missed service level agreement (SLA) conditions.

Main Responsibilities

  • Monitors client infrastructure and solutions
  • Identifies problems and errors prior to or when they occur
  • Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  • Investigates first line incidents assigned and identifies the root cause of incidents and problems
  • Fulfils approved requests following agreed procedures
  • Provides telephonic or chat support to clients when required
  • Executes approved maintenance activities including patching and configuration changes
  • Follows the required handover procedures for shift changes to ensure service continuity
  • Reports and escalates incidents where necessary
  • Ensures the efficient and comprehensive resolutions of incidents and requests
  • Proactively identifies opportunities for work optimization
  • Updates existing knowledge articles or creates new ones
  • Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
  • May also contribute to / support on project work as and when required
  • May work on implementing and delivering Disaster Recovery functions and tests

Requirements

  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurized environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating 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)

Required Experience

  • Entry-level experience or completion of the relevant intern programme
  • Entry-level experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration
  • Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.)

About 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.

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