Job Description
Cloud Managed Services Engineer (L2)
As a Cloud Managed Services Engineer (L2) at NTT DATA, you will play a critical role in ensuring our clients' cloud infrastructure runs smoothly. You will proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests. Your daily activities include monitoring work queues, resolving incidents in a timely manner, updating tickets with the tasks performed, and identifying & analyzing issues before they impact our clients. You will provide second-level support, lead client escalations, contribute to the change management process, plan and execute approved maintenance activities, audit and analyze incident tickets for quality, and produce trend analysis reports to identify tasks that can be automated and reduce ticket volumes. Collaboration with automation teams, coaching the Service Desk and L1 teams, and establishing monitoring for client infrastructure will also be part of your role.