Cloud Managed Services Engineer
1 month ago
At NTT DATA, we are seeking a skilled Cloud Managed Services Engineer to join our team. As a Cloud Managed Services Engineer, you will be responsible for providing support and monitoring managed services for clients' cloud-based environments. Your primary objective will be to ensure zero missed service level agreement (SLA) conditions. This role focuses on first-line support for standard and low complexity incidents and service requests to ensure the smooth operation and optimization of clients' cloud infrastructure and services.
Key Responsibilities:
- Monitor client infrastructure and solutions
- Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- Fulfill approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Execute approved maintenance activities including patching and configuration changes
- Follow the required handover procedures for shift changes to ensure service continuity
- Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimization
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities
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.)
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