Cloud Managed Services Engineer (L2)

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

NTT DATA is seeking a Cloud Managed Services Engineer (L2) to monitor and manage client cloud infrastructures. You will handle second-line support for incidents and requests, ensure SLAs are met, and collaborate with cross-functional teams to implement changes with proper approvals.

The role emphasizes proactive problem detection, maintenance planning, and driving automation to reduce ticket volumes, while mentoring L1 staff and aligning with client needs.

Qualifications

• Bachelor's degree in information technology/computing or equivalent work experience.
• Experience in Windows and Linux server administration and virtualization.
• Familiarity with ticketing tools and change management processes.

Responsibilities

• Monitor and resolve cloud incidents and service requests.
• Provide second-level support and maintain SLAs.
• Coordinate changes with risk assessments and approvals.
• Lead client escalations for operational issues.
• Analyze incidents for trends and automate where possible.
• Coach junior teams and collaborate with automation groups.

Skills

Windows Server Administration

Linux Server Administration

Virtualization Administration

Server Hardware

Storage Administration

Managed Services

Communication

Escalation Handling

Change Management

Education

Bachelor's degree in IT/Computing or equivalent

Tools

ServiceNow

Job description

Job Summary

As a Cloud Managed Services Engineer (L2) at NTT DATA, 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).

Responsibilities

• 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.’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.

Requirements

• 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.
• Bachelors degree in information technology/computing or equivalent work experience.

Workplace type

On-site Working