📍 Job Overview

• Job Title: Cloud Managed Services Engineer (L2)
• Company: NTT Ltd.
• Location: Jakarta, Indonesia
• Job Type: Hybrid
• Category: DevOps Engineer
• Date Posted: 2025-07-24
• Experience Level: Mid-Senior level (2-5 years)
• Remote Status: On-site with hybrid working options

🚀 Role Summary

• 📝 Enhancement Note: This role involves managing clients' cloud infrastructure, requiring a strong background in server administration and managed services. The candidate should be comfortable working in a hybrid environment, collaborating with various teams, and ensuring service level agreements are met.

• As a Cloud Managed Services Engineer (L2), you will play a critical role in ensuring our clients' cloud infrastructure runs smoothly. You will proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests. Your technical expertise will be applied to handle second-line support for incidents and requests with medium complexity, ensuring we meet our service level agreements (SLAs).

• Your daily activities will include monitoring work queues, resolving incidents in a timely manner, and updating tickets with the tasks performed. You will identify and analyze issues before they impact our clients, provide second-level support, and work closely with other teams and clients to extend necessary support. Your role is vital in executing changes with identified risks and mitigation plans, ensuring the smooth operation of our clients' cloud infrastructure.

• You will also be responsible for leading client escalations for operational issues, contributing to the change management process, and ensuring all changes have proper approvals. Additionally, you'll plan and execute approved maintenance activities, audit and analyze incident tickets for quality, and produce trend analysis reports to identify tasks that can be automated, reducing ticket volumes and optimizing effort.

• Collaboration is at the heart of what we do. You'll work with automation teams to optimize efforts, coach the Service desk and L1 teams on technical and behavioral skills, and establish monitoring for client infrastructure. Your proactive approach will ensure that problems and errors are identified before impacting clients, creating a positive experience throughout their journey with us.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around incident management, change management, and client communication. The candidate should be comfortable working in a dynamic environment and have strong problem-solving skills.

• Incident Management:

  • Monitor work queues and resolve incidents in a timely manner.
  • Identify, investigate, and analyze issues before they impact clients.
  • Provide second-level support for medium complexity incidents and requests.
  • Ensure compliance with service level agreements (SLAs).

• Change Management:

  • Execute changes with identified risks and mitigation plans.
  • Contribute to the change management process and ensure all changes have proper approvals.
  • Plan and execute approved maintenance activities.

• Client Communication:

  • Lead client escalations for operational issues.
  • Work closely with other teams and clients to extend necessary support.
  • Establish monitoring for client infrastructure and optimize efforts with automation teams.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in information technology/computing or equivalent work experience.

Experience:

• Experience in Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware, and Storage Administration.
• Moderate experience in managed services and knowledge of ticketing tools like ServiceNow.
• Knowledge of management agents, redundancy concepts, and supported technical domains like Network, Data Center, Telephony, Exchange, Storage, Cloud, and Backup.

Required Skills:

• Strong planning skills with an ability to adapt to changing circumstances.
• Ability to communicate and work effectively across different cultures and social groups.
• Active listening skills, including paraphrasing and probing for further relevant information.
• Positive outlook and ability to thrive in a pressurized environment.
• Willingness to work longer hours when necessary and maintain a client-focused approach.

Preferred Skills:

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Familiarity with Infrastructure as Code (IaC) tools like Terraform or CloudFormation.
• Knowledge of scripting languages like Python, PowerShell, or Bash.
• Experience with configuration management tools like Ansible or Puppet.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While a portfolio is not explicitly mentioned, demonstrating relevant experience and technical skills through case studies or projects would be beneficial for this role.

• Portfolio Essentials:

  • Case studies or projects showcasing your experience in server administration, managed services, and incident management.
  • Examples of your problem-solving skills and ability to handle complex incidents.
  • Demonstrations of your communication skills and ability to work effectively with clients and teams.

• Technical Documentation:

  • Documentation of your approach to incident management, change management, and client communication.
  • Examples of your ability to analyze trends and optimize efforts.
  • Demonstrations of your understanding of service level agreements (SLAs) and their importance.

💵 Compensation & Benefits

📝 Enhancement Note: The salary range for this role in Jakarta, Indonesia, is estimated to be IDR 25,000,000 - IDR 35,000,000 per year (USD 1,750 - USD 2,450) based on market research and regional adjustments.

• Salary Range: IDR 25,000,000 - IDR 35,000,000 per year (USD 1,750 - USD 2,450)

• Benefits:

  • Competitive salary and benefits package.
  • Opportunities for professional development and career growth.
  • A dynamic and inclusive work environment that embraces diversity.
  • The chance to work with a global team and make a difference to clients and society.

• Working Hours: 40 hours per week, with the possibility of working longer hours when necessary to meet client needs.

🎯 Team & Company Context

🏢 Company Culture

• Industry: NTT Ltd. is a global technology and business solutions provider, serving 75% of the Fortune Global 100. They are committed to helping clients innovate, optimize, and transform for long-term success.

• Company Size: NTT Ltd. is a large organization with a global presence, employing over 120,000 people across 53 countries. This means there are ample opportunities for career growth and collaboration with diverse teams.

• Founded: NTT Ltd. was founded in 2019, but it is a consolidation of multiple companies, including NTT DATA, NTT Communications, and NTT Security. The NTT Group has a history dating back to 1954.

• Team Structure:

  • The team you will be joining is part of the Managed Services division, focusing on cloud infrastructure management.
  • The team consists of engineers with various specializations, including server administration, network administration, and cloud architecture.
  • The team follows a matrix reporting structure, with engineers reporting to both their line manager and a technical lead.

• Development Methodology:

  • The team follows Agile methodologies, with regular sprint planning and stand-up meetings.
  • They use a ticketing system, such as ServiceNow, to track incidents, changes, and problems.
  • They emphasize continuous improvement, with regular retrospectives and a focus on learning and development.

• Company Website: NTT Ltd.

🌐 Work Environment

• Office Type: NTT Ltd. offers a hybrid working environment, with employees spending some time working from home and some time working from an office.

• Office Location(s): The office for this role is located in Jakarta, Indonesia. The company has offices in multiple locations worldwide, providing opportunities for travel and collaboration with global teams.

• Workspace Context:

  • The workspace is designed to facilitate collaboration and communication, with open-plan offices and dedicated team spaces.
  • Engineers have access to multiple monitors and testing devices to ensure they can perform their roles effectively.
  • The workspace is equipped with modern tools and technologies to support the team's work.

• Work Schedule: The work schedule is typically 40 hours per week, with the possibility of working longer hours when necessary to meet client needs. The team follows a flexible time-off policy, allowing employees to take time off when they need it.

📄 Application & Technical Interview Process

📝 Enhancement Note: The application and interview process for this role are likely to involve a combination of technical assessments, behavioral interviews, and client-focused scenarios.

• Interview Process:

  • Technical Assessment: A technical assessment to evaluate your server administration and incident management skills. This may involve a practical exercise or a case study.
  • Behavioral Interview: A behavioral interview to assess your communication skills, problem-solving abilities, and cultural fit. This may involve scenarios related to client communication and change management.
  • Client-Focused Scenario: A scenario-based interview to evaluate your ability to handle client escalations and ensure client satisfaction. This may involve role-playing exercises or case studies.

• Portfolio Review Tips:

  • Highlight your experience in server administration, managed services, and incident management.
  • Include examples of your problem-solving skills and ability to handle complex incidents.
  • Demonstrate your communication skills and ability to work effectively with clients and teams.

• Technical Challenge Preparation:

  • Brush up on your server administration skills, focusing on Windows and Linux server administration, virtualization administration, and storage administration.
  • Familiarize yourself with ticketing tools like ServiceNow and incident management processes.
  • Prepare for client-focused scenarios by practicing your communication skills and developing your problem-solving abilities.

• ATS Keywords:

  • Programming Languages: Python, PowerShell, Bash
  • Web Frameworks: N/A
  • Server Technologies: Windows Server, Linux Server, Virtualization, Storage
  • Databases: N/A
  • Tools: ServiceNow, VMware, Microsoft Azure, AWS, Google Cloud
  • Methodologies: ITIL, Agile, Scrum
  • Soft Skills: Communication, Problem-solving, Active Listening, Client Focus
  • Industry Terms: Managed Services, Incident Management, Change Management, Service Level Agreement (SLA)

🛠 Technology Stack & Web Infrastructure

• 📝 Enhancement Note: The technology stack for this role is focused on server administration, managed services, and cloud infrastructure. The candidate should have experience with Windows and Linux server administration, virtualization, and storage administration.

• Server Technologies:

  • Windows Server
  • Linux Server
  • Virtualization (VMware, Hyper-V)
  • Storage Administration (NetApp, EMC, or similar)

• Cloud Platforms:

  • Microsoft Azure
  • Amazon Web Services (AWS)
  • Google Cloud Platform (GCP)

• Ticketing Tools:

  • ServiceNow
  • Other ticketing tools like Jira Service Management or Zendesk may also be relevant.

• Monitoring Tools:

  • Nagios, Zabbix, or other monitoring tools.
  • Cloud-based monitoring tools like Azure Monitor, AWS CloudWatch, or GCP Stackdriver.

• Configuration Management Tools:

  • Ansible, Puppet, or Chef.
  • Cloud-based configuration management tools like AWS CloudFormation or Azure Resource Manager.

👥 Team Culture & Values

• Web Development Values:

  • Client Focus: NTT Ltd. prioritizes client satisfaction and ensures that all services meet or exceed client expectations.
  • Continuous Improvement: The company encourages a culture of continuous learning and improvement, with a focus on driving innovation and excellence.
  • Collaboration: NTT Ltd. fosters a collaborative work environment, with a focus on teamwork and knowledge sharing.
  • Integrity: The company values honesty, transparency, and ethical behavior in all aspects of its work.

• Collaboration Style:

  • Cross-Functional Integration: The team works closely with other teams, including network administration, cloud architecture, and client management, to ensure that all services are delivered effectively and efficiently.
  • Code Review Culture: While not a software development role, the team follows a culture of peer review and knowledge sharing to ensure that all incidents are handled effectively and that best practices are followed.
  • Knowledge Sharing: The team encourages a culture of knowledge sharing, with regular training and development opportunities.

⚡ Challenges & Growth Opportunities

• Technical Challenges:

  • Incident Management: Handling complex incidents and ensuring service level agreements (SLAs) are met.
  • Change Management: Executing changes with identified risks and mitigation plans, ensuring the smooth operation of clients' cloud infrastructure.
  • Client Communication: Leading client escalations and ensuring client satisfaction.

• Learning & Development Opportunities:

  • Technical Skill Development: Opportunities to develop your technical skills in server administration, managed services, and cloud infrastructure.
  • Leadership Development: Opportunities to develop your leadership skills through coaching, mentoring, and team management.
  • Architecture Decision-Making: Opportunities to contribute to architecture decisions and drive innovation in cloud infrastructure management.

💡 Interview Preparation

• Technical Questions:

  • Server Administration: Questions related to Windows and Linux server administration, virtualization, and storage administration.
  • Incident Management: Scenario-based questions related to incident management, change management, and client communication.
  • Problem-Solving: Questions that assess your problem-solving skills and ability to handle complex incidents.

• Company & Culture Questions:

  • Client Focus: Questions that assess your understanding of NTT Ltd.'s client-focused approach and your ability to deliver excellent client service.
  • Continuous Improvement: Questions that assess your commitment to continuous learning and improvement and your ability to drive innovation and excellence.
  • Collaboration: Questions that assess your ability to work effectively with diverse teams and contribute to a collaborative work environment.

• Portfolio Presentation Strategy:

  • Case Studies: Prepare case studies that demonstrate your experience in server administration, managed services, and incident management.
  • Client-Focused Scenarios: Prepare for client-focused scenarios by practicing your communication skills and developing your problem-solving abilities.
  • Technical Deep Dive: Prepare for a deep dive into your technical skills, focusing on your server administration and incident management expertise.

📌 Application Steps

To apply for this Cloud Managed Services Engineer (L2) position:

1. Submit your application through the application link provided in the job posting.
2. Customize your resume and portfolio to highlight your relevant experience in server administration, managed services, and incident management.
3. Prepare for the technical assessment by brushing up on your server administration skills and familiarizing yourself with ticketing tools like ServiceNow.
4. Research NTT Ltd. and the role to ensure you understand the company's culture, values, and expectations.
5. Practice your communication skills and develop your problem-solving abilities to excel in the behavioral interview and client-focused scenarios.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.