Cloud Managed Services Engineer (L2) at NTT Ltd.

📍 Job Overview

Job Title: Cloud Managed Services Engineer (L2)
Company: NTT Ltd.
Location: Ho Chi Minh City, Hồ Chí Minh, Vietnam
Job Type: On-site
Category: DevOps Engineer
Date Posted: 2025-06-20
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role involves second-line support for cloud-based incidents and service requests, focusing on medium complexity issues. It requires a balance of technical expertise and strong communication skills to ensure service level agreements (SLAs) are met.
Proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests.
Handle second-line support for incidents and requests with medium complexity.
Ensure service level agreements (SLAs) are met and maintain smooth operation of clients' cloud infrastructure.
Collaborate with automation teams to optimize efforts and coach L1 teams on technical and behavioral skills.
Establish monitoring for client infrastructure and identify tasks that can be automated to reduce ticket volumes.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong planning skills, and the ability to work effectively across different cultures and social groups.
Monitor work queues and resolve incidents in a timely manner, updating tickets with tasks performed.
Identify and analyze issues before they impact clients, providing second-level support.
Lead client escalations for operational issues and contribute to the change management process.
Plan and execute approved maintenance activities, and audit and analyze incident tickets for quality.
Produce trend analysis reports to identify tasks that can be automated, reducing ticket volumes and optimizing effort.

🎓 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 (e.g., AWS, Azure, Google Cloud).
Familiarity with scripting languages (e.g., Python, Bash, PowerShell).
Knowledge of ITIL (Information Technology Infrastructure Library) framework.

📝 Enhancement Note: While not explicitly stated, familiarity with cloud platforms and scripting languages would be beneficial for this role, as would knowledge of the ITIL framework.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on incident resolution and support, a portfolio is not explicitly required. However, demonstrating problem-solving skills and technical expertise through relevant projects or case studies would be beneficial.
N/A

💵 Compensation & Benefits

Salary Range: The salary range for this role in Ho Chi Minh City, Vietnam is approximately VND 12,000,000 - 18,000,000 per month (USD 500 - 750) based on experience and qualifications. This estimate is derived from regional market research and industry standards for mid-level DevOps engineers.

Benefits:

Competitive salary and benefits package.
Opportunities for professional development and career growth.
A dynamic and inclusive work environment.
The chance to work with a global leader in technology services.

Working Hours: Full-time, with the possibility of working longer hours when necessary to ensure client satisfaction.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards. The actual salary may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: NTT Ltd. is a global technology and business solutions provider, serving clients in various industries, including finance, healthcare, public sector, and manufacturing.

Company Size: As part of the NTT Group, NTT Ltd. has a large global presence with over 120,000 employees across 57 countries. This size provides ample opportunities for career growth and exposure to diverse projects.

Founded: NTT Ltd. was founded in 2019 as a global technology and business solutions provider, combining the capabilities of 31 NTT companies.

Team Structure:

The team consists of cloud engineers, automation specialists, and support staff working together to ensure client satisfaction.
The role reports to the Cloud Managed Services Manager and collaborates with other teams, such as automation, service desk, and client-facing teams.

Development Methodology:

The team follows ITIL best practices for incident, problem, and change management.
Agile methodologies are employed for project management and continuous improvement.
Collaboration tools, such as JIRA and Confluence, are used to manage tasks and share knowledge.

Company Website: https://www.nttdata.com/

📝 Enhancement Note: NTT Ltd. is part of the NTT Group, a global leader in technology and business solutions. The company's size and global presence offer numerous opportunities for career growth and exposure to diverse projects.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-level (L2) within the cloud managed services career path. It involves handling medium complexity incidents and requests, requiring a balance of technical expertise and strong communication skills.

Reporting Structure: The role reports to the Cloud Managed Services Manager and collaborates with other teams, such as automation, service desk, and client-facing teams.

Technical Impact: This role has a direct impact on client satisfaction by ensuring their cloud infrastructure runs smoothly and that incidents and service requests are resolved promptly and effectively.

Growth Opportunities:

📝 Enhancement Note: Given the company's size and global presence, there are numerous opportunities for career growth and professional development within NTT Ltd.
Technical Growth: Develop expertise in cloud platforms, scripting languages, and ITIL framework to advance to senior or specialist roles within the cloud managed services team.
Leadership Growth: Demonstrate strong leadership skills and technical expertise to progress to team lead or management roles, overseeing the work of junior engineers and driving team performance.
Cross-functional Growth: Gain experience working with various teams, such as automation, service desk, and client-facing teams, to expand your skillset and take on new challenges.

📝 Enhancement Note: The career growth opportunities within NTT Ltd. are vast, with numerous technical, leadership, and cross-functional paths available to mid-level cloud managed services engineers.

🌐 Work Environment

Office Type: The office is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s): Ho Chi Minh City, Vietnam

Workspace Context:

The workspace is equipped with modern tools and technologies to support efficient incident resolution and collaboration.
Multiple monitors and testing devices are available to ensure quick and effective problem-solving.
The work environment encourages cross-functional collaboration and knowledge sharing between teams.

Work Schedule: Full-time, with the possibility of working longer hours when necessary to ensure client satisfaction. The work schedule may include on-call rotations to provide 24/7 support.

📝 Enhancement Note: The work environment at NTT Ltd. is designed to support efficient incident resolution and collaboration, with a focus on modern tools and technologies, cross-functional collaboration, and knowledge sharing.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process for this role is likely to include a combination of technical assessments, behavioral interviews, and client-facing scenarios to evaluate the candidate's problem-solving skills, communication abilities, and cultural fit.
Technical Assessment: A hands-on assessment to evaluate the candidate's technical skills in incident resolution, problem-solving, and cloud platform knowledge.
Behavioral Interview: A structured interview to assess the candidate's communication skills, adaptability, and cultural fit within the team and organization.
Client-facing Scenario: A role-play scenario to evaluate the candidate's ability to handle client escalations and maintain a client-focused approach.

Portfolio Review Tips:

Technical Challenge Preparation:

📝 Enhancement Note: As this role focuses on incident resolution and support, a technical challenge may involve a live incident or service request that the candidate must resolve under time pressure.
Familiarize yourself with the supported cloud platforms, ticketing tools, and incident management processes.
Practice problem-solving skills and develop a systematic approach to incident resolution.
Brush up on your communication skills and ability to work effectively under pressure.

ATS Keywords:

Programming Languages: Python, Bash, PowerShell, Java, C++
Web Frameworks: N/A
Server Technologies: Windows Server, Linux Server, Virtualization, Server Hardware, Storage
Databases: N/A
Tools: ServiceNow, JIRA, Confluence, ITIL
Methodologies: ITIL, Agile, Incident Management, Problem Management, Change Management
Soft Skills: Communication, Active Listening, Problem-solving, Planning, Adaptability
Industry Terms: Cloud Managed Services, Incident Resolution, Service Request, Service Level Agreement (SLA)

📝 Enhancement Note: The ATS keywords provided are tailored to the specific requirements of this role, focusing on the relevant technical skills, tools, methodologies, and soft skills required for success as a cloud managed services engineer.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A

Backend & Server Technologies:

Windows Server
Linux Server
Virtualization (e.g., VMware, Hyper-V)
Server Hardware (e.g., Dell, HP, IBM)
Storage (e.g., NetApp, EMC, HPE)

Development & DevOps Tools:

ServiceNow (IT Service Management platform)
JIRA (Project management and issue tracking)
Confluence (Collaboration and knowledge sharing)
ITIL (Information Technology Infrastructure Library)

📝 Enhancement Note: The technology stack for this role focuses on server administration, virtualization, and cloud platforms, with an emphasis on incident resolution and support.

👥 Team Culture & Values

Web Development Values:

📝 Enhancement Note: While this role is not focused on web development, the values and principles of the cloud managed services team align with those of a strong web development team, emphasizing collaboration, continuous improvement, and a client-focused approach.
Collaboration: Work together to ensure client satisfaction and maintain a positive team culture.
Continuous Improvement: Regularly review and improve incident resolution processes to enhance efficiency and effectiveness.
Client Focus: Maintain a strong focus on client satisfaction and ensure that all actions prioritize the client's needs.
Proactivity: Anticipate client needs and address potential issues before they arise.
Accountability: Take ownership of tasks and ensure that they are completed to the highest standard.

Collaboration Style:

The team operates using a collaborative approach, with regular communication and knowledge sharing between team members.
Cross-functional collaboration is encouraged, with regular interactions between cloud managed services, automation, service desk, and client-facing teams.
Code review and peer programming practices are not applicable to this role, as it focuses on incident resolution and support rather than software development.

📝 Enhancement Note: The team culture and values of the cloud managed services team emphasize collaboration, continuous improvement, and a client-focused approach, with a strong emphasis on proactivity and accountability.

⚡ Challenges & Growth Opportunities

Technical Challenges:

📝 Enhancement Note: This role presents various technical challenges, including incident resolution, problem-solving, and maintaining smooth cloud infrastructure operation.
Incident Resolution: Quickly identify, investigate, and resolve incidents and service requests to meet service level agreements (SLAs).
Problem Solving: Develop a systematic approach to incident resolution and identify the root cause of recurring issues.
Infrastructure Optimization: Continuously monitor and optimize cloud infrastructure to ensure maximum performance and availability.
Automation: Identify tasks that can be automated to reduce ticket volumes and optimize effort.

Learning & Development Opportunities:

📝 Enhancement Note: NTT Ltd. offers numerous learning and development opportunities to support the growth and progression of its employees.
Technical Skill Development: Develop expertise in cloud platforms, scripting languages, and ITIL framework through training, workshops, and online resources.
Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in cloud managed services.
Certification: Pursue relevant certifications, such as AWS Certified Cloud Practitioner, Microsoft Certified: Azure Administrator Associate, or Google Cloud Certified - Professional Cloud Architect.
Technical Mentoring: Seek guidance and support from senior team members to develop your technical skills and advance your career.

📝 Enhancement Note: The technical challenges and learning and development opportunities presented by this role provide a solid foundation for career growth and progression within the cloud managed services team at NTT Ltd.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: Technical questions for this role are likely to focus on incident resolution, problem-solving, and cloud platform knowledge.
Describe your experience with incident resolution and problem-solving in a cloud environment.
How do you approach identifying the root cause of recurring incidents?
Can you walk us through your process for resolving a complex cloud-based incident or service request?
How do you ensure that you meet service level agreements (SLAs) for incident resolution and service requests?

Company & Culture Questions:

📝 Enhancement Note: Company and culture questions for this role are likely to focus on the candidate's ability to work effectively within a team and maintain a client-focused approach.
How do you handle working with multiple teams and stakeholders to resolve incidents and service requests?
Can you describe a time when you had to adapt to changing circumstances to meet a client's needs?
How do you maintain a positive and proactive approach when working under pressure?
How do you ensure that you maintain a client-focused approach when handling incidents and service requests?

Portfolio Presentation Strategy:

Technical Challenge Preparation:

📝 Enhancement Note: As this role focuses on incident resolution and support, a technical challenge may involve a live incident or service request that the candidate must resolve under time pressure.
Familiarize yourself with the supported cloud platforms, ticketing tools, and incident management processes.
Practice problem-solving skills and develop a systematic approach to incident resolution.
Brush up on your communication skills and ability to work effectively under pressure.

📝 Enhancement Note: The interview preparation tips provided are tailored to the specific requirements of this role, focusing on incident resolution, problem-solving, and cloud platform knowledge, as well as the candidate's ability to work effectively within a team and maintain a client-focused approach.

📌 Application Steps

To apply for this cloud managed services engineer (L2) position at NTT Ltd.:

Submit your application through the application link provided in the job listing.
Tailor your resume to highlight your relevant experience in server administration, managed services, and cloud platforms.
Prepare for the technical assessment by brushing up on your incident resolution, problem-solving, and cloud platform knowledge.
Familiarize yourself with the company's culture and values, emphasizing your ability to work effectively within a team and maintain a client-focused approach.
Research the company and its clients to ensure a strong understanding of the business and the role's context.

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

Cloud Managed Services Engineer (L2)