Cloud Managed Services Engineer

hace 1 mes

Santiago, Metropolitana, Chile NTT A tiempo completo

NTT is a top global IT solutions and services organization that brings together individuals, data, and interconnected things to build a better and more sustainable future.

In today's highly connected world, connections play a crucial role more than ever. By uniting skilled individuals, top-notch technology partners, and emerging innovators, we assist our clients in tackling some of the most significant technological, business, and societal challenges worldwide.

With individuals as the key to our accomplishments, NTT is dedicated to attracting and nurturing the finest talent and fostering an inclusive environment where everyone feels valued and their input is significant.

Want to join our team?

The role of Cloud Managed Services Engineer (L2) involves ensuring the operational continuity of clients' Cloud infrastructure by proactively monitoring, identifying, investigating, and resolving cloud-based incidents, service requests, and alerts. The key aim of this position is to review client requests or tickets proactively and leverage technical expertise to address them while adhering to service level agreements (SLA), focusing on second-line support for incidents and requests with a medium level of complexity to guarantee the seamless operation and enhancement of clients' cloud infrastructure and services.

This position might also contribute to project work as needed.

Work Environment at NTT

Key Roles and Responsibilities:

  • Proactively monitors the work queues
  • Executes changes with clear identification of risks and mitigation plans
  • Leads and manages all initial client escalations for operational issues
  • Plans and carries out approved maintenance activities
  • Establishes monitoring for client infrastructure
  • Produces trend analysis reports for identifying tasks for automation, reducing tickets, and optimizing effort
  • Contributes to change management by logging all change requests
  • Works on Disaster Recovery functions and tests
  • Communicates effectively with different teams and clients for extended support
  • Provides coaching to Service Desk and L1 teams for technical and behavioral skills
  • Audits and analyzes incident and request tickets for quality and recommends improvements
  • May contribute to project work as necessary
  • Works with automation teams for task optimization and automation


Knowledge, Skills, and Attributes:

  • Ability to effectively communicate and collaborate across diverse cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Client-centric approach with a focus on delivering a positive client experience
  • Active listening skills and ability to adapt to changing circumstances
  • Strong planning and project management abilities


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology/Computing (or relevant work experience)
  • Relevant certifications related to the services offered
  • Certifications like:
    • • Microsoft Certified: Azure Administrator Associate
    • • AWS Certified: Solutions Architect Associate
    • • Veeam Certified Engineer
    • • VMware Certified Professional: Data Center Virtualization
    • • Zerto, pure, vxrail
    • • Google Cloud Platform (GCP)
    • • Oracle Cloud Infrastructure (OCI)


Required Experience:

  • Moderate years of relevant experience in managed services
  • Moderate-level knowledge in ticketing tools preferably Service Now
  • Moderate experience managing platforms such as Windows Server Administration, Linux Server Administration, etc.
  • Good understanding of management agents and supported technical domains

Skills Summary

Incident Resolution, IT Infrastructure Management, Troubleshooting, and more

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT embraces a diverse global culture as an Equal Opportunity Employer. We are committed to fostering an environment free of discrimination and harassment. Our recruitment is done without bias based on various factors.

Join our diverse global team today and step forward in your career with us.

What it means to have a career at NTT:

  • Being part of a global pioneer – gaining exposure to Fortune 500 clients and world-leading technology partners, and collaborating with thousands of colleagues across numerous countries to deliver services globally.
  • Engaging with cutting-edge technology – leveraging a heritage of technology innovation and being part of numerous new initiatives.
  • Driving meaningful work – shaping the future for clients and industries globally.
  • Fostering your best self – in a flexible and inclusive working environment.
  • Continuous opportunities for personal and professional growth – with access to extensive learning resources.

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