Cloud Managed Services Engineer (L2)

United States Digital Space LLC; Maharashtra; On-site; INR 600,000 - 800,000; Full time

Job summary

United States Digital Space LLC in Maharashtra is seeking a Cloud Managed Services Engineer (L2) to ensure clients' cloud infrastructure operates smoothly. The role involves monitoring incidents, providing second-level support, and executing maintenance activities.

Applicants should have experience in Windows and Linux server administration, strong planning skills, and a Bachelor's degree in IT. The position requires effective communication and a proactive approach to identify and resolve potential issues.

Qualifications

• Experience in Windows and Linux server administration.
• Moderate experience with managed services and ticketing tools.
• Strong planning and adaptability skills.

Responsibilities

• Monitor and resolve cloud-based incidents and service requests.
• Lead client escalations for operational issues.
• Collaborate with automation teams to optimize support efforts.

Skills

Windows Server Administration

Linux Server Administration

Virtualization Administration

Server Hardware and Storage Administration

Managed Services Knowledge

Communication Skills

Active Listening

Education

Bachelor's degree in information technology/computing or equivalent

Tools

ServiceNow

Job description

Overview

Make an impact with the company. Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at the company

As a Cloud Managed Services Engineer (L2) at the company, you'll play a critical role in ensuring our clients' cloud infrastructure runs smoothly. You'll proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests. Applying your technical expertise, you'll handle second-line support for incidents and requests with medium complexity, ensuring we meet our service level agreements (SLAs).

Your daily activities will include monitoring work queues, resolving incidents in a timely manner, and updating tickets with the tasks performed. You'll identify and analyze issues before they impact our clients, provide second-level support, and work closely with other teams and clients to extend necessary support. Your role is vital in executing changes with identified risks and mitigation plans, ensuring the smooth operation of our clients' cloud infrastructure.

You’ll also be responsible for leading client escalations for operational issues, contributing to the change management process, and ensuring all changes have proper approvals. Additionally, you'll plan and execute approved maintenance activities, audit and analyze incident tickets for quality, and produce trend analysis reports to identify tasks that can be automated, reducing ticket volumes and optimizing effort.

Collaboration is at the heart of what we do. You'll work with automation teams to optimize efforts, coach the Service desk and L1 teams on technical and behavioral skills, and establish monitoring for client infrastructure. Your proactive approach will ensure that problems and errors are identified before impacting clients, creating a positive experience throughout their journey with us.

Qualifications

• Experience in Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware, and Storage Administration.
• Moderate experience in managed services and knowledge of ticketing tools like ServiceNow.
• Knowledge of management agents, redundancy concepts, and supported technical domains like Network, Data Center, Telephony, Exchange, Storage, Cloud, and Backup.
• Strong planning skills with an ability to adapt to changing circumstances.
• Ability to communicate and work effectively across different cultures and social groups.
• Active listening skills, including paraphrasing and probing for further relevant information.
• Positive outlook and ability to thrive in a pressurized environment.
• Willingness to work longer hours when necessary and maintain a client‑focused approach.
• Bachelor’s degree in information technology/computing or equivalent work experience.

Workplace type

On‑site Working

Equal Opportunity Employer

The company is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.