Cloud Infrastructure Specialist

3 weeks ago

Hyderabad, Telangana, India NTT DATA Full time

Job Overview

About the Role

As a Cloud Managed Services Engineer at NTT DATA, you will be responsible for providing expert-level support for our clients' cloud infrastructure. Your primary objective will be to proactively monitor and resolve cloud-based incidents, service requests, and alerts, ensuring that our clients' cloud infrastructure remains operational.

Key Responsibilities:

  1. Proactively monitor the work queues and perform operational tasks to resolve all incidents/requests in a timely manner.
  2. Identify, investigate, and analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
  3. Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
  4. Communicate with other teams and clients for extending support.
  5. Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
  6. Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
  7. Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
  8. Works with automation teams for effort optimization and automating routine tasks.
  9. Coaches Service Desk and L1 teams for technical and behavioral skills.
  10. Establishes monitoring for client infrastructure.
  11. Identifies problems and errors before they impact a client's service.
  12. Leads and manages all initial client escalation for operational issues.
  13. Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
  14. Ensures all changes are carried out with proper change approvals.
  15. Plans and executes approved maintenance activities.
  16. Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  17. Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
  18. May also contribute to / support on project work as and when required.
  19. May work on implementing and delivering Disaster Recovery functions and tests.

Requirements

  • Moderate level of relevant managed services experience.
  • Moderate level of knowledge in ticketing tools preferably Service Now.
  • Moderate level of experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration.

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