Cloud Infrastructure Specialist

2 weeks ago

Hyderabad, Telangana, India NTT Full time

NTT DATA offers a competitive salary of $120,000 per annum.

About the Role

We are seeking an experienced Cloud Infrastructure Specialist to join our team. As a key member of our cloud infrastructure services, you will be responsible for ensuring the smooth operation and optimization of clients' cloud infrastructure and services.

Your primary objective will be to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs). You will also provide second-line support for incidents and requests with a medium level of complexity.

In this role, you will be working closely with other teams and clients to extend support and communicate effectively. You will also be required to follow the shift handover process, highlighting any key tickets and upcoming critical tasks.

You will have the opportunity to contribute to the change management process by logging all change requests with complete details. Additionally, you will plan and execute approved maintenance activities, ensuring all changes are carried out with proper approvals.

Key Responsibilities
  • Proactively monitors the work queues.
  • Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
  • Updates tickets with resolution tasks performed.
  • Identifies, investigates, analyses issues and errors prior to or when they occur, and log all such incidents in a timely manner.
  • Captures all required and relevant information for immediate resolution.
  • Provides second-level support to all incidents, requests and identifies the root cause of incidents and problems.
  • Communicates with other teams and clients for extending support.
  • Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
  • 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.
  • Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
  • Works with automation teams for effort optimization and automating routine tasks.
  • Coaches Service Desk and L1 teams for technical and behavioral skills.
  • Establishes monitoring for client infrastructure.
  • Identifies problems and errors before they impact a client's service.
  • Leds and manages all initial client escalation for operational issues.
  • 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.
  • Ensures all changes are carried out with proper change approvals.
  • Plans and executes approved maintenance activities.
  • Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
Knowledge and Attributes
  • 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).
  • Relevant certifications such as (but not limited to) -
    Veeam Certified Engineer
    VMware certified Professional: Data Centre Virtualization
    Zerto, pure, vxrail
    Extensive experience with VMWare proficient with VMWare 6.0, 6.5, 6.7 and 7.
    ESXi management and troubleshooting issues.
    Performance and capacity management on VMWare servers and complex health check
    Work with engineers and project leads to implement new systems, policies, standards and practices
    Experience in managing enterprise level virtualization infrastructure using VMware product suites
    Design, plan, implement, and administer UCS Cisco servers and storage technologies in support of underlying virtualization infrastructure
    Installing, configuring and integrating servers associated with a VMware virtual infrastructure
    Hands on Experience on HPE/Dell and Cisco UCS hardware
    Good understanding of Storage Infra,
    Creating technical documents and providing RCA for critical issues
    Storage L2 expertise on Pure,EMC, NetApp, Dell, HP etc. (SAN/NAS)
    Document server administration processes and procedures
    Good hands on experience on PCA(Private Cloud appliance), ZFS Storage and Linux
    Extensive experience and in depth knowledge of NFS, iSCSI and FC technologies
    Experience in build, troubleshooting at PCA/OVMM end
    Exceptional communication skill
    Candidates with VMware certification
Required Experience
  • 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.
  • Moderate level of 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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