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**

The Collaboration Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving technical incidents 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.

**What you'll be doing**

**Key Responsibilities**:

- Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
- Assists in analysing, assigning, and escalating support calls.
- Investigates third line support calls assigned and identify the root cause of incidents and problems.
- Reports and escalates issues to 3rd party vendors if necessary.
- Provides onsite technical support to clients and provide field engineering services to clients.
- Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
- Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
- Proactively identifies opportunities for work optimization including opportunities for automation of work.
- Performs any other related task as required.

**Knowledge 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 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**:

- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
- CCNP or equivalent certification.
- M365 Expert / Intermediate (Associate) Certifications.

**Required Experience**:

- Seasoned experience required in Engineering function within a medium to large ICT organization.
- Seasoned experience of Managed Services.
- Excellent working knowledge of ITIL processes.
- Seasoned experience working with vendors and/or 3rd parties.
- Excellent knowledge of voice, video and other collab modalities.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer