Cloud Managed Services Infrastructure Specialist
1 week ago
NTT DATA is a leading global technology services company that helps clients innovate, optimize and transform for long-term success.
Job DescriptionThe Cloud Managed Services Infrastructure Specialist will play a key role in ensuring the smooth operation and optimization of clients' cloud infrastructure and services. This includes proactively monitoring client requests or tickets, applying technical/process knowledge to resolve them without breaching service level agreements (SLAs), and providing second-level support for incidents and requests with a medium level of complexity.
The ideal candidate will have a strong background in managing enterprise-level virtualization infrastructure using VMware product suites, including designing, planning, implementing and administering UCS Cisco servers and storage technologies. Additionally, experience with installing, configuring and integrating servers associated with a VMware virtual infrastructure is highly desirable.
Key Responsibilities:- Proactively monitors work queues to identify potential issues before they impact clients' services.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within agreed SLAs.
- Updates tickets with resolution tasks performed, ensuring accurate documentation for future reference.
- Identifies, investigates and analyzes issues and errors prior to or when they occur, logging all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution, providing clear communication with clients throughout the process.
- Provides second-level support to all incidents, requests and identifies root causes of incidents and problems, escalating as necessary.
- Communicates with other teams and clients for extended support, maintaining effective relationships.
- Executes changes with clear identification of risks and mitigation plans, capturing into change records for transparency and accountability.
- Follows shift handover processes, highlighting key tickets and upcoming critical tasks to ensure seamless continuity.
- Educates Service Desk and L1 teams on technical and behavioral skills, promoting a culture of continuous learning.
- Establishes monitoring for client infrastructure, identifying potential issues before they impact services.
- Leads and manages initial client escalations for operational issues, ensuring prompt resolutions.
- Contributes to change management processes by logging all change requests with complete details, adhering to standards and protocols.
- Audits and analyzes incident and request tickets for quality, recommending improvements and updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, optimizing effort and reducing ticket volumes.
- Ability to communicate and work across different cultures and social groups, fostering collaboration and understanding.
- Ability to plan activities and projects well in advance, adapting to changing circumstances and priorities.
- Ability to maintain a positive outlook at work, even in pressurized environments, and effectively manage stress.
- Ability to apply active listening techniques, ensuring clear understanding and effective communication.
- Ability to adapt to changing circumstances, prioritizing tasks and managing workload accordingly.
- Ability to place clients at the forefront of all interactions, understanding their requirements and creating a positive client experience.
- Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
- Certifications relevant to the services provided, such as Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, Veeam Certified Engineer, VMware certified Professional: Data Centre Virtualization, Zerto, Pure, vXrail.
On-site working environment, requiring regular attendance and flexibility to meet business needs.
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