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NTT DATA Logo NTT DATA · IT - Administration

Cloud Engineer

Malaysia, Cyberjaya · Job Posted February 01, 2026
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Job Description

The Cloud Managed Services Engineer (L2) at NTT DATA is responsible for ensuring the smooth operation of clients' cloud infrastructure. This role involves monitoring incidents, providing second-level support, and collaborating with teams to optimize cloud services.

Job Responsibility

  • 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 focused 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 behavioral 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
  • Performs any other related task as required

Requirements

  • Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)
  • Certifications relevant to the services provided
  • Relevant certifications such as (but not limited to) - 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)
  • Experienced with Azure, AWS and/or GCP cloud
  • Moderate level of relevant managed services experience
  • Moderate level of knowledge in ticketing tools preferably Service Now
  • Moderate level of experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration
  • Moderate level of knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, DATA Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.)
  • 3 to 5 years of experience in cloud services
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