Your day at NTT DATA

The Bilingual ((Japanese & English) Cloud Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving cloud-based incident and problems. 

Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. 

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. 

This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

The Cloud Managed Services Engineer (L3) may also contribute to / support on project work as and when required.

Key Responsibilities

Pre‑Sales Responsibilities

• Act as a technical authority during pre‑sales engagements, supporting sales teams with solution design, sizing, and feasibility assessments.

• Conduct technical discovery workshops to understand client business requirements, existing environments, constraints, and success criteria.

• Design and present cloud, hybrid, and on‑prem infrastructure architectures aligned to client requirements, best practices, and commercial considerations.

• Prepare and review technical proposals, Statements of Work (SoW), HLD/LLD, BOMs, and cost estimates.

• Provide technical responses to RFPs, RFIs, and tenders, ensuring accuracy, compliance, and competitiveness.

• Participate in client presentations, demos, and solution walkthroughs, clearly articulating value propositions and technical differentiation.

• Identify risks, assumptions, dependencies, and prerequisites early in the sales cycle and communicate them clearly.

• Collaborate with vendors, partners, and internal architects to validate solutions and pricing.

• Support transition from sales to delivery, ensuring clear handover of solution designs, scope, and expectations.

Post‑Sales / Delivery & Operations Responsibilities

• Ensure assigned client infrastructure is configured, installed, tested, documented, and operational per agreed designs.

• Perform necessary system checks, implement monitoring tools, and proactively respond to alerts and capacity thresholds.

• Identify, log, and document incidents and problems before or at the point of occurrence, maintaining accurate records with appropriate detail.

• Assist in analysing, prioritising, assigning, and escalating support calls in line with ITIL processes.

• Investigate and resolve third‑line support incidents and problems, identifying and documenting root causes.

• Escalate and manage issues with vendors and third‑party providers, including tracking to resolution.

• Provide onsite and remote technical support, including field engineering services when required.

• Conduct monthly random reviews of incidents and service requests, analyse trends, and recommend quality and service improvements.

• Provide continuous communication and feedback to clients and internal stakeholders, updating systems, portals, and documentation as required.

• Proactively identify opportunities for operational optimisation, automation, standardisation, and cost reduction.

• Manage and implement infrastructure and cloud projects, delivering to agreed scope, quality, timelines, and budgets.

• Design, implement, and test backup, disaster recovery, and business continuity solutions, including DR drills and reporting.

• Support service onboarding, transition, and acceptance for new clients or new services.

• Perform any other related tasks as required to support service excellence and business objectives.

Knowledge, Skills & Attributes

• Strong ability to communicate complex technical concepts clearly to both technical and non‑technical audiences.

• Comfortable working across different cultures, geographies, and stakeholder groups.

• Strong planning and organisational skills, with the ability to anticipate risks and adapt to changing circumstances.

• Demonstrates a positive, resilient mindset and performs effectively in high‑pressure environments.

• Willingness to put in additional effort and hours when business‑critical situations require it.

• Highly developed active listening and stakeholder management skills, including requirement clarification and expectation management.

• Strong customer‑centric mindset, placing client success at the forefront of all engagements across the full client lifecycle.

• Commercial awareness, understanding how technical decisions impact cost, risk, and business outcomes.

Academic Qualifications & Certifications

• Bachelor’s degree in Information Technology, Computing, or related discipline (or equivalent relevant experience).

• Industry certifications are highly desirable and considered a strong advantage, including but not limited to: Cloud certifications, Virtualizations & Platform certifications, Networking certification.

• Japanese Language proficiency certification (JLPT N2 or equivalent)

Required Experience

• Fluent communication skill in English & Japanese. Previous experience interacting with Japanese client in IT conversation is required.

• Seasoned experience within medium to large ICT or cloud service organizations.

• Proven experience in Managed Services environments, supporting enterprise customers.

• Strong working knowledge of ITIL processes and service management frameworks.

• Demonstrated experience working with vendors, cloud providers, and third‑party partners.

Good-to-have

• Prior involvement in pre‑sales, solution design, or technical consulting is a strong advantage.

• Experience supporting cloud, hybrid, multi‑cloud environments , Cloud Networking & Security is highly desirable.