Cloud Infrastructure Systems Manager

1 month ago

Port Elizabeth, Eastern Cape, South Africa NTT DATA Full time
About the Role:

The Cloud Infrastructure Systems Manager is responsible for ensuring the operational excellence of our clients' IT infrastructure and systems, providing a managed service to clients worldwide.

This role involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems, restoring service to clients within agreed Service Level Agreements (SLA).

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching SLA.

The Cloud Infrastructure Systems Manager focuses on second-line support for incidents and requests with a medium level of complexity across two or more technology domains: Cloud, Security, Networking, Applications, and/or Collaboration etc.

This role may also contribute to/support project work as and when required.

Key Responsibilities:

  • 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 logs 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.
  • Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
  • Identifies problems and errors before they impact a client's service.
  • Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
  • 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.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)

Relevant certifications include:

  • HPE certified: Synergy administration (preferred)
  • HPE certified: Primera/Alletra (preferred)
  • VMware certified Professional: Data Centre Virtualization (preferred)
  • VMware: SRM - Site recovery manager (advantages)
  • Microsoft Certified: MCP (preferred)
  • AWS Certified: practitioner (advantages)

Required Experience:

  • Moderate level years of relevant managed services experience handling cross-technology infrastructure
  • Moderate level knowledge in ticketing tools preferably Service Now / JIRA
  • Moderate level working knowledge of ITIL processes
  • Moderate level experience working with vendors and/or 3rd parties

Knowledge and Attributes:

  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
  • Ability to maintain a positive outlook at work.
  • Ability to work well in a pressurized environment.
  • Ability to work hard and put in longer hours when it is necessary.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Workplace type:

On-site Working

About NTT DATA:

We are a $30+ billion trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We commit 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.

We provide 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. We are part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer:

We proudly uphold an inclusive culture that embraces diversity, committed to providing an environment free of unfair discrimination and harassment.

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