Cloud Engineer, Managed Services

NTT Ltd.; Sepang; On-site; MYR 90,000 - 140,000; Full time

Job summary

NTT DATA is seeking an experienced Cross Technology Managed Services Engineer (L3) in Malaysia. You will proactively identify and resolve incidents, ensuring client infrastructure remains configured, tested, and operational across multiple domains.

You will mentor L2 staff, drive improvements, and coordinate with vendors to meet SLA commitments. You will also develop knowledge articles, support automation initiatives, and contribute to disaster recovery planning while aligning with client

Qualifications

• Extensive experience managing complex cross-technology infrastructure.
• Strong understanding of ITIL processes and service management.
• Proven experience working with vendors and/or third parties.
• Ability to communicate across cultures and social groups.
• Effective planning and organization in dynamic environments.
• Positive attitude and ability to perform under pressure.
• Active listening and stakeholder collaboration.

Responsibilities

• Provide proactive incident resolution and ensure client infrastructure is configured, tested, and operational.
• Manage high-complexity tickets and mentor junior team members across Cloud, Security, Networking, and Applications.
• Perform monitoring, respond to alerts, log incidents with detail, and escalate when needed.
• Create knowledge articles, train junior staff, and contribute inputs to automation efforts.
• Engage with third-party vendors and ensure adherence to client requirements, SLAs and timelines.

Skills

Managed services experience

ITIL processes

Vendor coordination

Cross-cultural communication

Planning skills

Resilience under pressure

Active listening

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 Cross Technology Managed Services Engineer (L3) at NTT DATA, your primary role will be to provide exceptional service to our clients by proactively identifying and resolving technical incidents. You will ensure that client infrastructure is configured, tested, and operational, leveraging your deep technical expertise to solve complex problems and enhance our service quality.

Part of your Responsibilities will entail pre-emptive service incident resolution, product reviews, and operational improvements. You will manage high-complexity tickets, perform advanced tasks, and provide diverse solutions while ensuring zero missed service level agreement (SLA) conditions. Your role will also involve mentoring junior team members and working across various technology domains such as Cloud, Security, Networking, and Applications.

You will conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems. Logging incidents with the required level of detail, you will analyse, assign, and **escalate** support calls. Additionally, you will proactively identify opportunities for optimization and automation, ensuring continuous feedback to clients and affected parties.

Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.

You will engage with third-party vendors when necessary and keep systems and portals updated as prescribed. As a senior engineer, you will coach L2 teams on advanced troubleshooting techniques and support the implementation and delivery of projects, disaster recovery functions, and more, ensuring all actions adhere to client requirements and timelines.

To thrive in this role, you need to have:

• Extensive Managed Services experience handling complex cross-technology infrastructure.
• Strong understanding of ITIL processes.
• Proven experience working with vendors and/or third parties.
• Ability to communicate and work across different cultures and social groups.
• Effective planning skills, even in changing circumstances.
• Positive outlook and ability to work well under pressure.
• Active listening skills and adaptability to changing client needs.
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