Cloud Managed Services Engineer L2

@ NTT Ltd.

About the Role

As a Cloud Managed Services Engineer L2 at NTT DATA, you play a critical role in ensuring our clients' cloud infrastructure runs smoothly. You will proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests, while providing second-level support with medium complexity.

Key Responsibilities

• Monitor work queues and update tickets
• Resolve incidents and service requests timely
• Execute approved maintenance activities and change management
• Lead client escalations for operational issues
• Audit and analyze incident tickets and produce trend analysis reports

Collaboration & Communication

You will work with automation teams to optimize efforts, coach Service Desk and L1 teams, and establish monitoring for client infrastructure. Effective cross-cultural and client communications are essential.

Qualifications & Skills

• Experience in Windows Server Administration, Linux Server Administration, Virtualization, Server Hardware, and Storage
• Moderate managed services experience with ticketing tools like ServiceNow
• Knowledge of network, data center, telephony, exchange, backup and cloud domains
• Strong planning, active listening, and adaptive communication skills
• Bachelor’s degree in IT/computing or equivalent experience

Work Environment

This role offers a hybrid working arrangement and you may need to work extra hours when necessary. You will be joining a global employer with over 40,000 employees worldwide, including a robust partner ecosystem and significant R&D investment.

Key skills/competency

Cloud, Infrastructure, Managed Services, Incident Management, Automation, Change Management, Communication, Ticketing, Servers, Maintenance