Collaboration Managed Services Engineer

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**
As a Collaboration Managed Services Engineer (L2) at NTT DATA, your day revolves around ensuring our clients' Collaboration and Communication systems function smoothly. You'll proactively monitor work queues, identify and investigate issues, and resolve technical incidents to maintain client satisfaction. Your role includes providing second-level support for incidents and requests of medium complexity, with a keen eye on preventing breaches of our service level agreements (SLAs).

You'll be responsible for capturing all required and relevant information for immediate resolution, communicating with other teams and clients for extended support, and ensuring continuous service by following through on shift handovers. Your ability to plan and execute standard requests and changes with clear identification of risks and mitigation plans will be crucial. You will also support automation initiatives by working with our automation partners to optimize efforts and automate routine tasks.

Coaching and mentoring will become part of your daily routine as you help the L1 teams enhance their technical and behavioural skills. Establishing effective monitoring setups for client infrastructure, auditing and analysing incident/request tickets, and producing trend reports for automation opportunities are key Responsibilities. You'll also lead initial client escalations and ensure all changes are recorded and approved to maintain compliance and client satisfaction.

Your role doesn't stop at issue resolution; you'll also be identifying opportunities to optimize work processes and reduce incidents. Whether it's updating existing knowledge articles, creating new ones, or finding ways to automate routine tasks, you'll actively contribute to enhancing service delivery. Your ability to adapt to changing circumstances and keep a positive outlook will be key to your success.

**To thrive in this role, you need to have**:

- A moderate knowledge of voice, video, and other collaboration modalities.
- A moderate level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex. Or a moderate level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre.
- A moderate level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies.
- Experience in managed services and using ticketing tools, preferably ServiceNow.
- The ability to communicate and work effectively across different cultures and social groups.
- An ability to take technical command of complex Incidents, effectively communicating to a range or internal and external stakeholders.
- Competence in planning activities and projects well in advance and adapting to changing circumstances.
- The ability to maintain a positive outlook and work well under pressure.
- Willingness to work extra hours when necessary.
- Active listening skills: confirming understanding, probing for relevant information, and avoiding interruptions.
- A focus on placing clients at the forefront of all interactions, ensuring a positive client experience.
- A diploma, degree, or relevant qualification in IT/Computing, or equivalent work experience alongside relevant certifications.

**Workplace type**:
Hybrid Working

**About NTT DATA**

**Equal Opportunity Employer**

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