Cloud Managed Services Engineer (L3)

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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 analysing, 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, analyse 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.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
• 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).

Required 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.
• Extensive experience with VMWare proficient with VMWare 6.0, 6.5, 6.7 and 7.
• Extensive  VMware SRM\vROps\VMware TANZU\vCloud Director.
• ESXi management and troubleshooting  issues.
• Performance and capacity management on VMWare servers and complex health check
• Work with engineers and project leads to implement new systems, policies, standards and practices
• Experience in managing enterprise level virtualization infrastructure using VMware product suites.
• Design, plan, implement, and administer UCS Cisco servers and storage technologies in support of underlying virtualization infrastructure
• Installing, configuring and integrating servers associated with a VMware virtual infrastructure
• Hands on Experience on HPE\Dell and Cisco UCS hardware.
• Good understanding of Storage Infra,
• Creating technical documents  and providing RCA for critical issues.
• Storage L2 expertise on Pure,EMC, NetApp, Dell, HP etc. (SAN/NAS)
• Document server administration processes and procedures
• Good hands on experience on PCA(Private Cloud appliance), ZFS Storage and Linux.
• Extensive experience and in depth knowledge of NFS, iSCSI and FC technologies
• Experience in build, troubleshooting at PCA/OVMM end.
• Exceptional communication skill
• ESXI command base troubleshooting.
• Candidates with VMware certification.

• Troubleshooting ESX issues related to storage, network and performance issues

• Installing patches and updates to operating systems and applications to ensure optimal performance
• Creating disaster recovery plans and procedures for responding to major outages or natural disasters affecting the data centre
• Monitoring server performance to identify problems and make adjustments to improve performance
• Monitor and tune systems to achieve optimum performance levels
• Upgrade and Maintain VMWare ESX and virtual servers
• Work on major severity and complex server issues
• Performing DR activities using VMware SRM and ZERTO.
• Migrating Customer VMware infra to New Data centre using Zerto\VMware SRM.
• Drive RCA preparation and meeting SLA for RCA submission along with planning and implementing fixes / patches
• Proficient in controlling administrator rights on VM Infrastructure, Use of VMware Converter Enterprise and overview
• Ability to setup of resource pools and a VMware Distributed Resources Scheduler (DRS) cluster, Resource Management, Resource Monitoring along with VMware High Availability (HA) cluster
• Proven experience in ESX Server Installation and configuration of virtual switches, network connections and port groups configure Storage
• Expertise in Virtual Center Installation and configuration and Installation of its components Perform Level 3 Support Esx Operating system
• Demonstrable experience in Install / Upgrade Esx platform environment
• Validated understanding to support Level 3 OS monitoring Client Software, Backup and Recovery client, Client Software, automated Security, health checking client, OS monitoring
• Should have worked on supporting an enterprise class Data Center.
• Hands on experience with physical server installation
• The job responsibility also includes: Provide general and routine technical support to a broad range of installation, patching, configuration, and updates to virtual infrastructure requiring the ability to research, analyse, and resolve problems effectively to meet established performance metrics.
• Maintain documented (e.g. Disaster Recovery) procedures for OS Infrastructure. Collaborates and contributes with team members, software vendors, and other technical staff to develop, design, implement, and continuously improve systems.
• Active coordination with team members and other groups to effectively perform basic Windows Server and administration support for daily operations. Follows procedures and guidelines to install, patch, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, network and port configuration, host-based firewalls, and peripherals.
• Expert knowledge on Virtualization: VMWare, Microsoft System Center / HyperV Administration
• Knowledge of TCP/IP, DHCP, DNS and Troubleshooting.
• Backup Technologies L2 (Rubrik,Veeam, NetBackup)
• Storage L2 expertise on Pure,EMC, NetApp, Dell, HP etc. (SAN/NAS)
• Familiarity with development, tools, languages, process, methods and troubleshooting of Microsoft solutions.=
• ITIL Process knowledge (Problem, Incident, Change Management)
• Preferred Skill sets from one of the below technologies.
• Good hands on experience on PCA(Private Cloud appliance), ZFS Storage and Linux.
• Extensive experience and in depth knowledge of NFS, iSCSI and FC technologies
• Troubleshoot performance and connectivity issues with PCA and Storage.
• Clone, snapshot and Template Creation on OVMM.
• Experience in PCA/OVMM management.
• Experience in build, troubleshooting at PCA/OVMM end.
• Experience in DR and Restore.
• Experience in troubleshooting performance issues.
• Experience in Managing/Zoning on Brocade and Cisco FC Switches
• Hands on experience in Firmware/OS upgrades of PCA/OVMM, OVS nodes and ZFS appliances.
• Good to having knowledge on HPE and Dell.
• Call logging with vendors Oracle for hardware/software issues.
• Capacity planning for new builds, DR and Cutover.

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.