NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
NTT DATA looking for fresher graduates with good knowledge in ticketing tools preferably Service Now, having sound knowledge of cloud platforms like google, azure, AWS and oracle for the role of Software Cloud Engineer.
Job Designation : Software Cloud Engineer
Qualification : Bachelor’s degree
Experience : Freshers / Experienced
Skill Set :
- Good knowledge of programming languages C, C++, Java and Python.
- Sound knowledge of cloud platforms like google, azure, AWS and oracle.
- Good knowledge in ticketing tools preferably Service Now.
- Familiar with managing platforms Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration.
- Good knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.).
- Relevant certifications such as:
- Microsoft Certified: Azure Administrator Associate
- AWS Certified: Solutions Architect Associate
- Veeam Certified Engineer
- VMware certified Professional: Data Centre Virtualization
- Zerto, pure, vxrail
- Google Cloud Platform (gcp)
- Oracle Cloud Infrastructure (oci)
- Excellent technical communication and analytical skills.
Job Description :
The Cloud Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their Cloud infrastructure remain operational through proactively monitoring, identifying, investigating, and resolving cloud-based incidents, service requests and alerts.
The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity to ensure the smooth operation and optimisation of clients’ cloud infrastructure and services.
- Proactively monitors the work queues
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
- Updates tickets with resolution tasks performed
- Identifies, investigates, analyses issues and errors prior to or when they occur, and log all such incidents in a timely manner
- Captures all required and relevant information for immediate resolution
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
- Communicates with other teams and clients for extending support
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
- Works with automation teams for effort optimization and automating routine tasks
- Coaches Service Desk and L1 teams for technical and behavioural skills
- Establishes monitoring for client infrastructure
- Identifies problems and errors before they impact a client’s service
- Leads and manages all initial client escalation for operational issues
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
- Ensures all changes are carried out with proper change approvals
- Plans and executes approved maintenance activities
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
- May also contribute to / support on project work as and when required
- May work on implementing and delivering Disaster Recovery functions and tests
Location : Bengaluru & Hyderabad
