2.0 - 6.0 years

0 Lacs

hyderabad, telangana

On-site

As a Cloud Managed Services Engineer (L2) at NTT DATA, you will be responsible for providing a managed service to clients, ensuring the operational continuity of their Cloud infrastructure. Your role involves proactively monitoring, investigating, and resolving cloud-based incidents, service requests, and alerts to maintain client satisfaction within service level agreements. Your primary objective will be to review client requests or tickets, applying your technical expertise to resolve them efficiently. You will provide second-line support for incidents and requests of medium complexity, focusing on the smooth operation and optimization of clients" cloud infrastructure and services. Additionally, you may contribute to project work when required. Key Responsibilities: - Monitor work queues proactively and resolve incidents/requests within agreed SLAs. - Update tickets with resolution tasks performed and log incidents promptly. - Provide second-level support, identify root causes of incidents, and communicate effectively with teams and clients. - Execute changes, escalate tickets when necessary, and collaborate with automation teams for task optimization. - Coach Service Desk and L1 teams, establish monitoring for client infrastructure, and contribute to change management processes. - Produce trend analysis reports, identify areas for automation, and contribute to project work as needed. - Implement Disaster Recovery functions and tests, and perform any other related tasks as required. Knowledge and Attributes: - Effective communication and adaptability across different cultures. - Strong planning skills, positive work attitude, and ability to thrive under pressure. - Active listening techniques, adaptability, and client-focused interactions. - Bachelor's degree in Information Technology/Computing or equivalent work experience. - Relevant certifications like Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, etc. - Moderate level of managed services experience and ticketing tool knowledge. - Experience in managing platforms such as Windows/Linux Server Administration, Virtualization, etc. Workplace Type: - On-site Working NTT DATA is an Equal Opportunity Employer, promoting diversity and inclusion in the workplace. Join us to grow your career and make a difference in the world of cloud infrastructure management.,

Posted 4 days ago

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