Cloud Managed Services Engineer (L2)

NTT
Mumbai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Active listening","Planning","Adaptability","Ability to work under pressure"]

Ensure clients’ cloud infrastructure runs smoothly by monitoring queues, investigating and resolving medium-complexity incidents and service requests, and keeping tickets updated. Provide second-line support and handle escalations, while executing approved changes with risk/mitigation plans. Partner with automation teams to improve monitoring and reduce ticket volumes through trend analysis, and coach Service Desk/L1 teams on technical and behavioral skills.

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FursaFursa
NTT
NTT
1 month ago

Cloud Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Ensure clients’ cloud infrastructure runs smoothly by monitoring queues, investigating and resolving medium-complexity incidents and service requests, and keeping tickets updated. Provide second-line support and handle escalations, while executing approved changes with risk/mitigation plans. Partner with automation teams to improve monitoring and reduce ticket volumes through trend analysis, and coach Service Desk/L1 teams on technical and behavioral skills.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests with medium complexity while meeting SLAs.
  • •Resolve incidents in a timely manner and update tickets with tasks performed; identify and analyze issues before they impact clients.
  • •Lead client escalations for operational issues and contribute to change management, ensuring changes have proper approvals.
  • •Plan and execute approved maintenance activities; audit and analyze incident tickets for quality and produce trend analysis reports.
  • •Work with automation teams to optimize efforts, coach Service Desk and L1 teams, and 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 such as Network, Data Center, Telephony, Exchange, Storage, Cloud, and 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 servicesCloud
Education:Bachelor's
Skills:CommunicationActive listeningPlanningAdaptabilityAbility to work under pressure
Tech Stack:Windows ServerLinuxVirtualizationServer HardwareStorage AdministrationServiceNowNetworkData CenterTelephonyExchangeCloudBackup

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