Cloud Managed Services Engineer (L2)

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 its a place where you can grow, belong and thrive.

Your day at NTT DATA

The Cloud Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Cloud infrastructure remain operational through proactively monitoring, identifying, investigating, and resolving cloud-based incidents, service requests and alerts.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity to ensure the smooth operation and optimization of clients cloud infrastructure and services.

The Cloud Managed Services Engineer (L2) may also contribute to / support on project work as and when required.

What You'll Be Doing

Key Responsibilities:

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and log all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Coaches Service Desk and L1 teams for technical and behavioral skills.
• Establishes monitoring for client infrastructure.
• Identifies problems and errors before they impact a clients service.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.
  
  

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
  
  

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role).
• Relevant certifications such as (but not limited to) -
• Microsoft Certified: Azure Administrator Associate
• AWS Certified: Solutions Architect Associate
• Veeam Certified Engineer
• VMware certified Professional: Data Centre Virtualization
• Zerto, pure, vxrail
• Google Cloud Platform (gcp)
• Oracle Cloud Infrastructure (oci)
  

Required Experience:

• Moderate level of relevant managed services experience.
• Moderate level of knowledge in ticketing tools preferably Service Now.
• Moderate level of experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration.
• Moderate level of knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.).
• Extensive experience with VMWare proficient with VMWare 6.0, 6.5, 6.7 and 7.
• Extensive VMware SRMvROpsVMware TANZUvCloud Director.
• ESXi management and troubleshooting issues.
• Performance and capacity management on VMWare servers and complex health check
• Work with engineers and project leads to implement new systems, policies, standards and practices
• Experience in managing enterprise level virtualization infrastructure using VMware product suites.
• Design, plan, implement, and administer UCS Cisco servers and storage technologies in support of underlying virtualization infrastructure
• Installing, configuring and integrating servers associated with a VMware virtual infrastructure
• Hands on Experience on HPEDell and Cisco UCS hardware.
• Good understanding of Storage Infra,
• Creating technical documents and providing RCA for critical issues.
• Storage L2 expertise on Pure,EMC, NetApp, Dell, HP etc. (SAN/NAS)
• Document server administration processes and procedures
• Good hands on experience on PCA(Private Cloud appliance), ZFS Storage and Linux.
• Extensive experience and in depth knowledge of NFS, iSCSI and FC technologies
• Experience in build, troubleshooting at PCA/OVMM end.
• Exceptional communication skill
• ESXI command base troubleshooting.
• Candidates with VMware certification.
• Troubleshooting ESX issues related to storage, network and performance issues
• Installing patches and updates to operating systems and applications to ensure optimal performance
• Creating disaster recovery plans and procedures for responding to major outages or natural disasters affecting the data centre
• Monitoring server performance to identify problems and make adjustments to improve performance
• Monitor and tune systems to achieve optimum performance levels
• Upgrade and Maintain VMWare ESX and virtual servers
• Work on major severity and complex server issues
• Performing DR activities using VMware SRM and ZERTO.
• Migrating Customer VMware infra to New Data centre using ZertoVMware SRM.
• Drive RCA preparation and meeting SLA for RCA submission along with planning and implementing fixes / patches
• Proficient in controlling administrator rights on VM Infrastructure, Use of VMware Converter Enterprise and overview
• Ability to setup of resource pools and a VMware Distributed Resources Scheduler (DRS) cluster, Resource Management, Resource Monitoring along with VMware High Availability (HA) cluster
• Proven experience in ESX Server Installation and configuration of virtual switches, network connections and port groups configure Storage
• Expertise in Virtual Center Installation and configuration and Installation of its components Perform Level 3 Support Esx Operating system
• Demonstrable experience in Install / Upgrade Esx platform environment
• Validated understanding to support Level 3 OS monitoring Client Software, Backup and Recovery client, Client Software, automated Security, health checking client, OS monitoring
• Should have worked on supporting an enterprise class Data Center.
• Hands on experience with physical server installation
• The job responsibility also includes: Provide general and routine technical support to a broad range of installation, patching, configuration, and updates to virtual infrastructure requiring the ability to research, analyse, and resolve problems effectively to meet established performance metrics.
• Maintain documented (e.g. Disaster Recovery) procedures for OS Infrastructure. Collaborates and contributes with team members, software vendors, and other technical staff to develop, design, implement, and continuously improve systems.
• Active coordination with team members and other groups to effectively perform basic Windows Server and administration support for daily operations. Follows procedures and guidelines to install, patch, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, network and port configuration, host-based firewalls, and peripherals.
• Expert knowledge on Virtualization: VMWare, Microsoft System Center / HyperV Administration
• Knowledge of TCP/IP, DHCP, DNS and Troubleshooting.
• Backup Technologies L2 (Rubrik,Veeam, NetBackup)
• Storage L2 expertise on Pure,EMC, NetApp, Dell, HP etc. (SAN/NAS)
• Familiarity with development, tools, languages, process, methods and troubleshooting of Microsoft solutions.=
• ITIL Process knowledge (Problem, Incident, Change Management)
• Preferred Skill sets from one of the below technologies.
• Good hands on experience on PCA(Private Cloud appliance), ZFS Storage and Linux.
• Extensive experience and in depth knowledge of NFS, iSCSI and FC technologies
• Troubleshoot performance and connectivity issues with PCA and Storage.
• Clone, snapshot and Template Creation on OVMM.
• Experience in PCA/OVMM management.
• Experience in build, troubleshooting at PCA/OVMM end.
• Experience in DR and Restore.
• Experience in troubleshooting performance issues.
• Experience in Managing/Zoning on Brocade and Cisco FC Switches
• Hands on experience in Firmware/OS upgrades of PCA/OVMM, OVS nodes and ZFS appliances.
• Good to having knowledge on HPE and Dell.
• Call logging with vendors Oracle for hardware/software issues.
• Capacity planning for new builds, DR and Cutover.
  
  

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. Apply today.