Cloud Delivery Engineer (L2)

NTT America, Inc.; Petaling Jaya; On-site; MYR 89,000 - 156,000; Full time

Job summary

NTT DATA is seeking a Cloud Managed Services Engineer (L2) in Malaysia to ensure client cloud infrastructure runs smoothly and meets SLAs. You will monitor, investigate, and resolve mid-complexity incidents and service requests, providing second-line support and ensuring timely responses.

Collaborating with automation teams and coaching L1 staff, you will drive changes, plan maintenance, and analyze incident trends to optimize operations for diverse clients.

Qualifications

• Bachelor’s degree or equivalent work experience in IT.
• Experience in managed services and ticketing tools like ServiceNow.
• Knowledge of management agents, redundancy concepts and data/technical domains.
• Strong planning skills and adaptability to change.
• Able to communicate across cultures and work collaboratively.
• Active listening with effective information gathering.
• Positive, client-focused attitude in high-pressure situations.
• Willingness to work longer hours when required.

Responsibilities

• Monitor, investigate and resolve cloud incidents and service requests (L2).
• Lead client escalations and support incident trends and changes.
• Coordinate maintenance activities and change management approvals.
• Analyze incident tickets for quality and automation opportunities.
• Collaborate with automation teams and coach L1/service desk staff.
• Ensure monitoring is in place for client infrastructure.

Skills

Windows Server Administration

Linux Server Administration

Virtualization Administration

Server Hardware

Storage Administration

ServiceNow

Education

Bachelor’s degree in information technology/computing or equivalent work experience

Tools

ServiceNow

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

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 worlds 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 50 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.