NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Cloud Managed Services Engineer (L1) is responsible for providing a support and monitoring managed service for clients' cloud-based environments. This role proactively identifies, investigates, and resolves cloud-based incidents, service requests and alerts. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. This role focuses on first-line support for standard and low complexity incidents and service requests to ensure the smooth operation and optimisation of clients' cloud infrastructure and services.

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

Working at NTT

Desired Skills

  • Well versed on Microsoft Office 365 including Exchange Online (Hybrid), Teams, email flow, share point, MDM and other Office 365 applications.
  • Strong Knowledge in Microsoft 365 administration. Manage email Services (Exchange/Exchange Online), establish, and maintain O365 Exchange mailboxes, user accounts, distribution groups, Domains, Policies, Transport Rules, Connectors, anti-spam filtering, DKIM, DMARC, Auditing, Retention & Archival policies, DLP, logging and email tracking, Message Trace & header Analysis and Microsoft Defender etc.
  • Knowledge in Active Directory, Azure Active Directory user administration.
  • Knowledge about Exchange, SharePoint and team Administration
  • Strong technical problem-solving skill such as email delivery failures or authentication problems.
  • Providing support for mobile devices that use Office 365, including Android phones and iPhones.
  • Experience on Offline and Online archive management.
  • Well versed on application and tools like Microsoft Defender, Proof Point , Iron Port
  • Experience on ticketing tool management.
  • Conversant with Computer Hardware Installation/Maintenance, Operating System Installation, Software Installation & Troubleshooting.
  • Good understanding of computer networking and troubleshooting (LAN/Wi-Fi troubleshooting).

Key Roles and Responsibilities:

  • Monitors client infrastructure and solutions
  • Identifies problems and errors prior to or when they occur
  • Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  • Investigates first line incidents assigned and identifies the root cause of incidents and problems
  • Fulfils approved requests following agreed procedures
  • Provides telephonic or chat support to clients when required
  • Executes approved maintenance activities including patching and configuration changes
  • Follows the required handover procedures for shift changes to ensure service continuity
  • Reports and escalates incidents where necessary
  • Ensures the efficient and comprehensive resolutions of incidents and requests
  • Proactively identifies opportunities for work optimization
  • Updates existing knowledge articles or creates new ones
  • Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
  • May also contribute to / support on project work as and when required
  • May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills 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

Academic Qualifications and Certifications:

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

Required Experience:

  • Entry-level experience or completion of the relevant intern programme
  • Entry-level experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration
  • Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.)

Skills Summary

Incident Resolution, Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting

Workplace type:

On-site Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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