Cloud Managed Services Engineer

6 days ago

Hyderabad, Telangana, India NTT DATA Full time
Job Description

Make a Difference with NTT DATA

NTT DATA is a global leader in business and technology services, committed to helping clients innovate, optimize, and transform for long-term success. We're seeking a highly skilled Cloud Managed Services Engineer to join our team.

Your Role

The Cloud Managed Services Engineer will be responsible for ensuring a managed service is provided to all clients, ensuring their Cloud-based infrastructure remains operational. This involves proactively managing, overseeing, monitoring, investigating, and resolving escalated cloud-based incidents and problems to ensure the restoration of these services to the clients.

Key Responsibilities

  • Proactively monitor work queues and provide support to clients with highly technical or sophisticated tickets
  • Work independently to resolve escalated incidents and requests in a timely manner within agreed SLAs
  • Identify, investigate, and analyze issues and errors prior to or when they occur and log all such incidents in a timely manner
  • Provide forth-level support to all escalated incidents, requests, and identify the root cause of incidents and problems
  • Share knowledge, document it, and push it down to other engineers
  • Communicate with other teams and clients for extended support
  • Act as an emergency support contact as needed for critical client and business-impacting issues
  • Ensure shift handover processes highlight key escalated open tickets and upcoming operation critical tasks
  • Support, track, and document change implementation
  • Provide timely escalation of all tickets to management with ensuing updates, where applicable
  • Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks
  • Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
  • Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments
  • Coach Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teams
  • Perform quality audits, covering process, service experience, ticket updates, etc., as required
  • May manage and implement projects within technology domains, delivering effectively and promptly per client-agreed requirements and timelines
  • May work on implementing and delivering Disaster Recovery functions and tests

Requirements

  • Advanced Managed Services experience
  • Advanced knowledge and experience in ticketing tools, preferably Service Now
  • Worked in multiple large Global Enterprise client outsourcing projects
  • Advanced vendor management experience
  • Track 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 management
  • Advanced experience in more than one area of expertise
  • Advanced experience across Emerging technology and trends impacting IT operations
  • Advanced years of experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration

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.

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.

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