Microsoft/Cloud Engineer

NTT•Usa, CA

9h•Remote

About The Position

As a Cloud Managed Services Engineer (L3) at NTT DATA, you'll play a key role in providing top-tier managed services to our clients. You will be responsible for proactively identifying and resolving cloud-based incidents and problems. By leveraging your deep technical expertise, you'll ensure our clients experience minimal disruptions and maximum efficiency. Your day will involve configuring, installing, testing, and managing client infrastructure to ensure it is always operational. You will conduct necessary checks, apply monitoring tools, and respond to alerts, ensuring that problems are identified and logged promptly. Your role includes investigating third-line support calls, identifying the root cause of issues, providing on-site technical support, and collaborating with third-party vendors when necessary. Additionally, you will perform random reviews of incidents and service requests monthly, analyze them, and recommend ways to improve quality. As part of your daily responsibilities, you will continuously provide feedback to clients, updating all necessary systems and portals. You will also proactively identify opportunities for work optimization, including automation. When required, you may manage and implement projects within your technology domain, ensuring you meet client requirements and timelines effectively. Lastly, your role may include implementing and delivering disaster recovery functions and tests to ensure DATA protection and business continuity.

Requirements

Extensive experience working within a medium to large ICT organization in an engineering function.
Proven experience in managed services with excellent knowledge of ITIL processes.
Proficiency in managing platforms, including Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware, and Storage Administration.
Experience working with vendors and/or third parties in a collaborative manner.
Strong communication skills, with the ability to work across different cultures and social groups.
Ability to plan activities and projects in advance and adapt to changing circumstances.
A positive outlook and the capability to work well under pressure.
Active listening skills and the ability to place clients at the forefront of all interactions, creating a positive client experience throughout the entire journey.
A bachelor's degree or equivalent qualification in Information Technology/Computing, or equivalent work experience.
Seasoned work experience.
Seasoned experience required in Engineering function within a medium to large ICT organization.
Seasoned experience of Managed Services.
Excellent working knowledge of ITIL processes.
Seasoned experience working with vendors and/or 3rd parties.
Seasoned experience managing platforms including a combination of the following: Windows Server .Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration.

Nice To Haves

Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
Relevant certifications such as (but not limited to) - VMware certified Professional: DATA Centre Virtualization.
VMware Certified Specialist – Cloud Provider.
VMware Site recovery Manager: Install, Configure, Manage.
Microsoft Certified: Azure Architect Expert.
AWS Certified: Solutions Architect Associate.
Veeam Certified Engineer (VMCE).
Rubrik Certified Systems Administrator.
Zerto, pure, vxrail.
Google Cloud Platform (gcp).
Oracle Cloud Infrastructure (oci).
Microsoft Windows Server

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.