MS Technical Specialist - Windows and VMWare
NTT DATA BUSINESS SOLUTIONS
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Job summary
NTT DATA is seeking a Cloud Managed Services Engineer (L3) to deliver proactive cloud incident resolution and high-complexity support at client sites. You will lead advanced tasks, mentor juniors, and contribute to project work as needed.
The role requires extensive ITIL experience, vendor coordination, and hands-on administration of Windows and Linux, virtualization, and storage. On-site presence in client environments is essential.
Qualifications
- Bachelor's degree or equivalent in IT/Computing.
- Certifications relevant to the services provided.
- Experience in Managed Services.
- Excellent knowledge of ITIL processes.
- Experience working with vendors/3rd parties.
- Experience managing Windows Server, Linux, virtualization, storage.
Responsibilities
- Ensure infrastructure at the client site is configured, installed, tested, and operational.
- Apply monitoring tools, respond to alerts, and log incidents with detail.
- Analyze, escalate, and resolve high-complexity support calls.
- Investigate root causes of incidents and problems.
- Coordinate with 3rd party vendors to resolve issues.
- Provide on-site technical support and field engineering services.
- Review incidents monthly and suggest quality improvements.
- Provide client feedback and keep systems updated as prescribed.
Skills
Education
Tools
Job description
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 its a place where you can grow, belong and thrive.
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 incident 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, conducts advanced and complicated tasks, and provides 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 support on project work as and when required.
- 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 analysing, 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, analyse 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.
- 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.
- 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 candidates 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).
- 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.
On-site Working
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
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. Join our growing global team and accelerate your career with us.
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