Senior MS Engineer, Cloud-1

NTT DATA India Private Limited; Mumbai; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

NTT DATA is seeking a Cloud Managed Services Engineer (L2) to ensure client cloud infrastructure runs smoothly. You will monitor, investigate, and resolve incidents and requests with medium complexity, provide second-level support, and meet SLAs.

The role involves change planning, escalation handling, and maintenance execution on-site in Mumbai. You will collaborate with cross-functional teams, coaching L1 staff and automating processes to reduce tickets, while maintaining strong client-focused

Formación

• 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.

Responsabilidades

• Monitor, identify, investigate, and resolve cloud-based incidents and service requests.
• Provide second-line support for incidents and requests with medium complexity to meet SLAs.
• Lead client escalations for operational issues and contribute to change management.
• Plan and execute approved maintenance activities and audit incident tickets for quality.
• Produce trend analysis reports to identify tasks that can be automated to reduce ticket volumes.
• Collaborate with automation teams, coach Service desk and L1 teams, and establish monitoring for client infrastructure.

Conocimientos

Windows Server Admin

Linux Server Admin

Virtualization Admin

Server Hardware

Storage Admin

Managed services

Ticketing tools (ServiceNow)

Cross-team collaboration

Communication across cultures

Active listening

Client-focused

Willingness to work longer hours

Educación

Bachelor’s degree in information technology/computing or equivalent

Herramientas

ServiceNow

Descripción del empleo

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 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). 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.

To thrive in this role, you need to have:

• 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

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

Join our growing global team and accelerate your career with us.

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Innovation & Culture

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!