Senior MS Engineer Cloud

Dimension Data
Anywhere
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Planning","Communication","Cross-cultural collaboration","Active listening"]

Ensure clients’ cloud infrastructure runs smoothly as a Cloud Managed Services Engineer (L2). Monitor and manage incidents and medium-complexity service requests, investigate and resolve issues within SLA, and maintain accurate ticket updates. Lead client escalations, support change management with proper approvals, and plan approved maintenance. Audit and analyze incident quality, produce trend reports to drive automation, and collaborate with automation and L1 service desk teams to improve monitoring and customer experience.

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Dimension Data
Dimension Data
2 months ago

Senior MS Engineer Cloud

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 days agoStatus: Live

Job Summary

Ensure clients’ cloud infrastructure runs smoothly as a Cloud Managed Services Engineer (L2). Monitor and manage incidents and medium-complexity service requests, investigate and resolve issues within SLA, and maintain accurate ticket updates. Lead client escalations, support change management with proper approvals, and plan approved maintenance. Audit and analyze incident quality, produce trend reports to drive automation, and collaborate with automation and L1 service desk teams to improve monitoring and customer experience.
Location: Anywhere
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests within SLAs.
  • •Handle second-line support for medium-complexity incidents and requests, including updating tickets with performed tasks.
  • •Lead client escalations for operational issues and contribute to change management, ensuring proper approvals and risk mitigation plans.
  • •Plan and execute approved maintenance activities; audit and analyze incident tickets for quality and produce trend analysis reports.
  • •Collaborate with automation teams to optimize efforts, coach Service desk and L1 teams on skills, and establish monitoring for client infrastructure.

Key Requirements

  • •Experience with 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 services
Education:Bachelor's in information technology/computing
Skills:PlanningCommunicationCross-cultural collaborationActive listening
Tech Stack:Windows ServerLinuxVirtualizationServer HardwareStorage AdministrationServiceNowNetworkData CenterTelephonyExchangeStorageCloudBackupManagement agentsRedundancy

Company Brief

Dimension Data
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