Cloud Managed Services Engineer (L3)

NTT DATA, Inc.; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NTT DATA, Inc. is seeking a Cloud Managed Services Engineer (L3) in Hyderabad, India. This role is focused on managing complex incidents in cloud environments, ensuring high service quality, and supporting project work as needed. The ideal candidate will have a Bachelor's degree in IT and robust VMware experience. Essential qualities include strong analytical skills and a client-centric approach. We offer an inclusive workplace that emphasizes growth and teamwork, alongside attractive career opportunities.

Qualifications

• Seasoned work experience in an engineering function within a medium to large ICT organization.
• Excellent working knowledge of ITIL processes.
• Seasoned experience in Managed Services, working with vendors.

Responsibilities

• Configure, install, test and maintain infrastructure at the client site.
• Proactively identify and resolve cloud-based incidents.
• Provide onsite technical support and perform field engineering services.

Skills

Communication

Analytical thinking

Client-centric approach

Active listening

Adaptability

Education

Bachelor’s degree in Information Technology or equivalent

Tools

VMware

Microsoft Azure

AWS

Cisco UCS

Job description

Make an Impact with NTT DATA

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 NTT DATA

The Cloud Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving cloud‑based incidents and problems. Through pre‑emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducting advanced and complicated tasks, and providing resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions. The Cloud Managed Services Engineer (L3) may also contribute to or support on project work as and when required.

What You’ll Be Doing

Key Responsibilities

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.
• Performs necessary checks, applies monitoring tools and responds to alerts.
• Identifies problems and errors prior to or when they occur and logs all such incidents in a timely manner with the required level of detail.
• Assists in analysing, assigning, and escalating support calls.
• Investigates third‑line support calls assigned and identifies the root cause of incidents and problems.
• Reports and escalates issues to third‑party vendors if necessary.
• Provides onsite technical support to clients and offers field engineering services.
• Conducts a monthly random review of incidents and service requests, analyses and recommends improvement in quality.
• Provides continuous feedback to clients and affected parties and updates all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization, including opportunities for automation.
• May manage and implement projects within the technology domain, delivering effectively and promptly per client‑agreed requirements and timelines.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, taking 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 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) -
  • 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).

Required Experience

• Seasoned work experience in an engineering function within a medium to large ICT organization.
• Seasoned experience required in Managed Services.
• Excellent working knowledge of ITIL processes.
• Seasoned experience working with vendors and/or third parties.
• Seasoned experience managing platforms including a combination of Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration.
• Extensive experience with VMware, proficient with VMware 6.0, 6.5, 6.7 and 7.
• Extensive VMware SRM, vROps, VMware Tanzu, vCloud Director experience.
• ESXi management and troubleshooting skills.
• Performance and capacity management on VMware servers and complex health checks.
• 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 infrastructure.
• 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 building, troubleshooting at PCA/OVMM end.
• Exceptional communication skills.
• ESXi command‑based troubleshooting.
• Candidates with VMware certification.
• Troubleshooting ESX issues related to storage, network and performance issues.
• Installing patches and updates to operating systems and applications to ensure optimal performance.
• Creating disaster recovery plans and procedures for responding to major outages or natural disasters affecting the data centre.
• Monitoring server performance to identify problems and make adjustments to improve performance.
• Monitoring and tuning systems to achieve optimum performance levels.
• Upgrading and maintaining VMware ESX and virtual servers.
• Work on major severity and complex server issues.
• Performing DR activities using VMware SRM and Zerto.
• Migrating customer VMware infrastructure to a new data centre using Zerto/VMware SRM.
• Driving RCA preparation and meeting SLA for RCA submission along with planning and implementing fixes/patches.
• Proficient in controlling administrator rights on VM infrastructure, using VMware Converter Enterprise and an overview.
• Ability to set up resource pools and a VMware Distributed Resource Scheduler (DRS) cluster, resource management, resource monitoring along with VMware High Availability (HA) cluster.
• Proven experience in ESX Server installation and configuration of virtual switches, network connections and port groups, and configuring storage.
• Expertise in Virtual Center installation and configuration and installation of its components, performing Level 3 support ESX operating system.
• Demonstrable experience in installing/upgrading ESX platform environment.
• Validated understanding to support Level 3 OS monitoring client software, backup and recovery client, client software, automated security, health‑checking client, OS monitoring.
• Should have worked on supporting an enterprise‑class data centre.
• Hands‑on experience with physical server installation.
• Provide general and routine technical support to installation, patching, configuration, and updates to virtual infrastructure requiring the ability to research, analyse, and resolve problems effectively to meet established performance metrics.
• Maintain documented disaster‑recovery procedures for OS infrastructure, collaborate and contribute with team members, software vendors, and other technical staff to develop, design, implement, and continuously improve systems.
• Active coordination with team members and other groups to effectively perform basic Windows Server and administration support for daily operations. Follow procedures and guidelines to install, patch, configure, customise, troubleshoot, upgrade, integrate, and maintain systems, software, network and port configuration, host‑based firewalls, and peripherals.
• Expert knowledge on virtualization: VMware, Microsoft System Center / Hyper‑V administration.
• Knowledge of TCP/IP, DHCP, DNS and troubleshooting.
• Backup technologies L2 (Rubrik, Veeam, NetBackup).
• Familiarity with development, tools, languages, processes, methods and troubleshooting of Microsoft solutions.
• ITIL process knowledge (Problem, Incident, Change Management).
• Preferred skill sets from one of the below technologies.
• 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.
• Troubleshoot performance and connectivity issues with PCA and storage.
• Clone, snapshot and template creation on OVMM.
• Experience in PCA/OVMM management.
• Experience in building, troubleshooting at PCA/OVMM end.
• Experience in DR and restore.
• Experience in troubleshooting performance issues.
• Experience in managing/zoning on Brocade and Cisco FC switches.
• Hands‑on experience in firmware/OS upgrades of PCA/OVMM, OVS nodes and ZFS appliances.
• Good knowledge of HPE and Dell.
• Call logging with vendors Oracle for hardware/software issues.
• Capacity planning for new builds, DR and cutover.

Workplace type

On-site Working

Equal Opportunity Employer

NTT DATA 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.