Cloud Delivery Engineer (L2)

NTT
Malaysia
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsEducation: bachelorsSkills: ["Communication","Active listening","Planning","Client-focused mindset","Ability to work under pressure"]

Ensure clients’ cloud infrastructure runs smoothly by monitoring queues, resolving medium-complexity incidents and service requests, and updating tickets with accurate actions. Provide second-line support and lead client escalations, coordinating changes with risk/mitigation approvals. Plan maintenance activities, audit and analyze incident ticket quality, and produce trend reports to enable automation. Partner with automation teams, and coach Service Desk and L1 teams on technical and behavioral skills.

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FursaFursa
NTT
NTT
2 months ago

Cloud Delivery Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Ensure clients’ cloud infrastructure runs smoothly by monitoring queues, resolving medium-complexity incidents and service requests, and updating tickets with accurate actions. Provide second-line support and lead client escalations, coordinating changes with risk/mitigation approvals. Plan maintenance activities, audit and analyze incident ticket quality, and produce trend reports to enable automation. Partner with automation teams, and coach Service Desk and L1 teams on technical and behavioral skills.
Location: Malaysia
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Mid level

Key Responsibilities

  • •Proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests within SLA expectations.
  • •Provide second-line support for medium-complexity incidents and requests, updating tickets with performed tasks.
  • •Lead client escalations for operational issues and contribute to the change management process with approvals and risk mitigation plans.
  • •Plan and execute approved maintenance activities; audit and analyze incident tickets for quality.
  • •Produce trend analysis reports, identify automation opportunities to reduce ticket volumes, and work with automation teams to establish monitoring for client infrastructure.

Key Requirements

  • •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 (Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup).
  • •Strong planning skills with the ability to adapt to changing circumstances.
  • •Bachelor’s degree in information technology/computing or equivalent work experience.
Experience:Managed services
Education:Bachelor's in information technology/computing
Skills:CommunicationActive listeningPlanningClient-focused mindsetAbility to work under pressure
Tech Stack:ServiceNowWindows ServerLinuxVirtualizationServer HardwareStorage AdministrationManagement agentsRedundancy conceptsNetworkData CenterTelephonyExchangeCloudBackupTicketing toolsMonitoring work queues

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn