What are the responsibilities and job description for the Public Cloud Managed Services Engineer (L4) position at NTT DATA?
Job Description
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Public Cloud Managed Services Engineer (L4) is an advanced engineering role, responsible for ensuring a managed service is provided to all clients, ensuring that their Cloud based infrastructure remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated cloud-based incidents and problems to ensure the restoration of these services to the clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA) and focuses on forth-line support for escalated incidents and requests with a high level of complexity.
The Cloud Managed Services Engineer (L4) ensures contracted Managed Services outcomes are delivered to the client and may also contribute to / support on project work as and when required.
What you'll be doing
Key Responsibilities :
- Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
- Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performed.
- Proactively 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 forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problem.
- Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers.
- Communicates with other teams and clients for extending support.
- Acts as emergency support contact as needed, for critical client and business-impacting issues.
- Ensures that the shift handover process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
- Supports, tracks, and documents change implementation.
- Provides timely escalation of all tickets to management with ensuing updates, where applicable.
- Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
- Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices.
- Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments.
- Coaches Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teams.
- Performs quality audits, covering process, service experience, ticket updates, etc as required.
- 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.
Knowledge and Attributes :
Academic Qualifications and Certifications :
Required Experience :
Workplace type : Remote 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.
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