Cloud Managed Services Engineer (L3)

Job Description

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 – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Cloud Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving cloud-based incident and problems.

Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.

This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

The Cloud Managed Services Engineer (L3) may also contribute to / support on project work as and when required.

What you'll be doing

Key Responsibilities :

Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.

Performs necessary checks, apply monitoring tools and respond to alerts.

Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.

Assists in analyzing, assigning, and escalating support calls.

Investigates third line support calls assigned and identify the root cause of incidents and problems

Reports and escalates issues to 3rd party vendors if necessary.

Provides onsite technical support to clients and provide field engineering services to clients.

Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality.

Provides continuous feedback to clients and affected parties and update all systems and / or portals as prescribed by the company.

Proactively identifies opportunities for work optimization including opportunities for automation of work.

May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.

May work on implementing and delivering Disaster Recovery functions and tests.

Performs any other related task as required.

Required Experience :

• Experience of 7+ years with relevant experience of 3+ years in GCP.
• Good understanding of cloud architecture.
• Deployment of cloud services using Terraform
• Defining and configuring the alert thresholds as directed by the Cloud CoE.
• Monitoring Incident triggered and responding to the relevant team basis the RCA.
• Report Generation and Data Submission basis the requirement raised by various teams.
• Implementation of Cloud Security controls as directed by Info-Sec team.
• Follow-up for audit and compliance point closure post implementation.
• Cloud Process Automation and Standardization
• Golden AMI creation and patching of the golden images.
• Updating the AMI access across accounts for latest image deployment.
• Detailed understanding of the Cloud (IaaS and PaaS) industry and associated various technologies.
• Deep understanding of Service Management best practices frameworks such as ITIL.
• Effective troubleshooting and analytical skills and ability to manage complex and technical projects.
• Good communication skills and an ability to develop relationships with customer external stakeholder’s levels.
• Basic understanding of network & security, data center architecture
• Professional cloud certifications preferred

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.

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