L2 Support Agent Jobs (NOW HIRING)

Company Overview:
Req ID: 386584
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a CLSS L2 Support - Azure Cloud & MS-SQL to join our team in Phoenix, Arizona (US-AZ), United States (US).
Job Description:
CLSS L2 Support - Azure Cloud & MS-SQL
Responsibilities:
- Monitoring & Alerts
- Review and respond to alerts from Azure Monitor, Log Analytics, and other monitoring tools.
- Investigate resource utilization (CPU, RAM, storage, network).
- Identify recurring incidents and suggest automation.
- Incident & Request Handling
- Work on tickets escalated from L1 / tech Support.
- Perform root cause analysis and create knowledge base articles for recurring issues.
- Escalate complex infra/app issues to L3 or vendor support if needed.
- Maintenance & Patching
- Schedule and monitor patch deployments for VMs/resources.
- Validate post-patch system health.
- Database Monitoring & Health Checks
- Monitor SQL server jobs, error logs, blocking sessions, deadlocks.
- Track database growth, free space, and index fragmentation.
- Review backup job success/failures.
- Incident Handling
- Resolve tickets related to:
- Query timeouts / performance slowness.
- User access/permissions issues.
- Database connectivity errors.
- Escalate high-severity DB corruption or complex performance tuning issues to L3/DBA.
- Backup & Restore Support
- Verify daily backups (full, differential, log).
- Perform restore requests for developers/test environments.
- Maintenance Tasks
- Run index and statistics updates (scheduled jobs).
- Apply minor patches/hotfixes under DBA guidance.
- Validate SQL Agent jobs are running successfully.
- Request Fulfillment like:
- Creating new databases (with standard templates).
- Providing database exports/imports.
- Running approved scripts.
- Documentation & Reporting
- Update incident resolution steps in knowledge base.
- Share weekly/monthly health reports with management.
Education / Background
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
- 4–6 years of experience in Microsoft Azure Cloud IT support, preferably cloud or infrastructure.
- 4–6 years of experience working with SQL Server in support or operations.
Technical Skills
- 5+ years of hands on experience on Azure Portal navigation and core services:
- Virtual Machines (VMs), Storage Accounts, Networking (VNet, NSG, VPN), Azure AD.
- 5+ years of hands on experience with Identity & Access Management (IAM/RBAC).
- Basic knowledge of Azure Monitor, Log Analytics, and Alerts.
- 5+ years of hands on experience handling backups and restore operations in Azure.
- Familiarity with resource provisioning and scaling.
- Understanding of cost management/billing basics.
- 5+ years of hands on experience of SQL Server Management Studio (SSMS).
- Ability to: Monitor and troubleshoot SQL Agent jobs; Check logs for failures, blocking, and deadlocks; Run queries for health checks (sessions, backups, fragmentation).
- Familiarity with backups & restores (full, differential, log).
- Knowledge of user/role management and security.
- Basic performance troubleshooting (identify slow queries, blocking sessions).
- Understanding of indexes, statistics, and maintenance plans.
Tools / Practices
- Ticketing systems (ServiceNow, JIRA, Remedy, etc.).
- Knowledge of ITIL processes (Incident, Problem, Change Management).
- Basic understanding of security/compliance in cloud environments.
- Experience with monitoring tools (Kibana/Grafana).
Soft Skills
- Strong troubleshooting and analytical skills.
- Good communication skills (able to explain technical issues clearly to non-technical users).
- Ability to work on shift-based support (24x7 environments in many orgs).
- Ability to follow standard operating procedures (SOPs).
- Good documentation habits for resolutions.
- Escalation judgment — knowing when to push to L3/DBA.
- Problem management mindset → not just fixing, but preventing recurrence.
- Strong documentation and ability to create/run knowledge base articles.
- Ability to mentor/help L1 engineers.
- ITIL Foundation certification (good to have).
- Willingness to work in 24x7 / on-call rotation.
Nice to Have; (But not a must)
- Automation & Scripting
- PowerShell or Azure CLI for automating routine tasks.
- Writing simple T-SQL scripts to automate repetitive tasks.
- Exposure to PowerShell for database operations.
- Performance Tuning Basics
- Ability to analyze execution plans and identify query bottlenecks.
- Understanding indexing strategies beyond basics.
- Familiarity with SQL Always On Availability Groups, Failover Clustering.
About NTT DATA:
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. 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. Our services include 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 one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
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