NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. As a Cloud Managed Services Engineer (L3), you will provide top-tier managed services, proactively identify and resolve cloud-based incidents, and manage client infrastructure to ensure operational efficiency.
Responsibilities:
- Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
- Performs necessary checks, apply monitoring tools and respond to alerts
- Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
- Assists in analyzing, assigning, and escalating support calls
- Investigates third line support calls assigned and identify the root cause of incidents and problems
- Reports and escalates issues to 3rd party vendors if necessary
- Provides onsite technical support to clients and provide field engineering services to clients
- Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality
- Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company
- Proactively identifies opportunities for work optimization including opportunities for automation of work
- May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
- May work on implementing and delivering disaster recovery functions and tests
- Performs any other related task as required
Requirements:
- Extensive experience working within a medium to large ICT organization in an engineering function
- Proven experience in managed services with excellent knowledge of ITIL processes
- Proficiency in managing platforms, including Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware, and Storage Administration
- Experience working with vendors and/or third parties in a collaborative manner
- Strong communication skills, with the ability to work across different cultures and social groups
- Ability to plan activities and projects in advance and adapt to changing circumstances
- A positive outlook and the capability to work well under pressure
- Active listening skills and the ability to place clients at the forefront of all interactions, creating a positive client experience throughout the entire journey
- A bachelor's degree or equivalent qualification in Information Technology/Computing, or equivalent work experience
- Seasoned work experience
- Seasoned experience required in Engineering function within a medium to large ICT organization
- Seasoned experience of Managed Services
- Excellent working knowledge of ITIL processes
- Seasoned experience working with vendors and/or 3rd parties
- Seasoned experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration
- 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)
- VMware certified Professional: DATA Centre Virtualization
- VMware Certified Specialist – Cloud Provider
- VMware Site recovery Manager: Install, Configure, Manage
- Microsoft Certified: Azure Architect Expert
- AWS Certified: Solutions Architect Associate
- Veeam Certified Engineer (VMCE)
- Rubrik Certified Systems Administrator
- Zerto, pure, vxrail
- Google Cloud Platform (gcp)
- Oracle Cloud Infrastructure (oci)
- Microsoft Windows Server