Make an Impact with NTT DATA
About NTT DATA:
NTT DATA is a global leader in business and technology services, valued at over $30 billion. We work with 75% of the Fortune Global 100, helping clients transform, innovate, and achieve sustainable growth. With an annual investment of $3.6 billion in R&D, we’re committed to driving digital progress through a strong global network across more than 50 countries and an ecosystem that includes both established partners and emerging innovators. Our offerings span consulting, data and AI, industry solutions, and digital infrastructure, making us a trusted provider of transformative digital solutions. Part of the NTT Group and headquartered in Tokyo, NTT DATA fosters a work environment that supports diversity, growth, and career advancement.
Job Title: Cloud Managed Services Engineer (L2)
Location: On-site
Role Overview:
As a Cloud Managed Services Engineer (L2) at NTT DATA, you’ll be part of a team responsible for maintaining the functionality and reliability of our clients’ cloud infrastructure. Your role will involve monitoring, diagnosing, and resolving cloud-based incidents and service requests to keep systems operational and aligned with service-level agreements (SLAs). As a member of the engineering team, you’ll provide second-line support for incidents of moderate complexity, helping ensure seamless performance across our clients’ cloud environments.
You’ll also contribute to or support project work as needed, making this an excellent opportunity to apply your technical knowledge, develop new skills, and grow with a global technology leader.
Key Responsibilities:
- Proactive Monitoring and Issue Resolution:
- Continuously monitor work queues to address incidents and service requests promptly.
- Identify, investigate, and resolve issues to prevent service interruptions.
- Document all actions taken to resolve incidents and requests for future reference.
- Second-Level Support:
- Provide advanced support for incidents and requests, diagnosing root causes to prevent recurrence.
- Capture all relevant information for quick resolution and effective troubleshooting.
- Communicate effectively with internal teams and clients to extend timely support.
- Incident and Problem Management:
- Log and track incidents and errors, and work to resolve them before they impact client services.
- Escalate issues as necessary to ensure swift resolution and maintain client satisfaction.
- Facilitate client escalation processes for operational issues, if needed.
- Change and Maintenance Management:
- Execute changes with clear risk identification, documenting change records for future reference.
- Participate in change management processes, performing standard and non-standard updates.
- Plan and perform approved maintenance tasks, ensuring minimal disruption to client services.
- Process Optimization and Automation:
- Work with automation teams to streamline routine tasks and improve operational efficiency.
- Create and maintain monitoring systems for client infrastructure to improve proactive issue detection.
- Conduct trend analysis to identify opportunities for automation, reducing incident volumes and manual work.
- Collaboration and Knowledge Sharing:
- Train and coach Service Desk and L1 teams on technical and behavioral best practices.
- Collaborate with other teams to refine processes and deliver superior client support.
- Contribute to knowledge base articles and document improvements in ticket handling for quality control.
- Disaster Recovery Support:
- Support the implementation and testing of disaster recovery processes as required, ensuring system resilience and continuity.
Skills and Attributes:
- Excellent communication skills to work effectively across cultures and teams.
- Strong organizational and planning skills, with an ability to adapt to shifting circumstances.
- Positive attitude, resilience, and the capacity to work in high-pressure situations.
- Customer-centric approach, ensuring a positive client experience throughout their journey with NTT DATA.
- Active listening skills, with a focus on understanding client needs and clarifying requirements.
Academic Qualifications and Certifications:
- Educational Requirement: Bachelor’s degree in Information Technology or a related field, or equivalent experience.
- Certifications: Relevant cloud and infrastructure certifications add value to the role. Preferred certifications include:
- Microsoft Certified: Azure Administrator Associate
- AWS Certified: Solutions Architect Associate
- Veeam Certified Engineer
- VMware Certified Professional – Data Center Virtualization
- Google Cloud Platform (GCP), Oracle Cloud Infrastructure (OCI)
- Additional certifications (e.g., Zerto, Pure Storage, vxRail) are beneficial.
Required Experience:
- Moderate experience in managed services with proficiency in ticketing tools (ServiceNow preferred).
- Experience in managing various platforms, including Windows and Linux Server Administration, Virtualization, Server Hardware, and Storage Administration.
- Strong understanding of management agents, redundancy concepts, and relevant products within the technical domain (e.g., Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup).
Why Join NTT DATA?
NTT DATA is dedicated to fostering an inclusive work culture where you can grow, learn, and thrive. We’re committed to supporting your professional development with a culture that values diversity and inclusion. Join us to make a difference, push boundaries, and help shape the digital future for our clients and society.
Equal Opportunity Commitment:
NTT DATA is proud to be an Equal Opportunity Employer, providing a workplace free from discrimination and harassment. We welcome applicants from all backgrounds, regardless of age, race, color, gender, sexual orientation, religion, nationality, disability, marital status, veteran status, or any other protected category.
Take the Next Step in Your Career
At NTT DATA, we offer opportunities to contribute to projects that impact millions, a collaborative work culture, and the chance to work with cutting-edge technologies. Join our global team, accelerate your career, and become a part of an organization that values innovation and positive change. Apply today!