Collaboration Managed Services Engineer (L3)

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.

Core Technology Experience required :

Microsoft Teams

Ribbon and Audiocodes SBC and Gateway

Poly Handsets and DECT devices

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.

You'll be responsible for managing complex support tickets and conducting advanced tasks that leverage your deep technical expertise. Your focus will be on maintaining high service levels and meeting SLA conditions by performing checks, applying monitoring tools, and responding to alerts quickly and effectively. Analysing, assigning, and escalating support calls to resolve issues before they impact our clients will be part of your daily routine.

Your ability to plan and execute 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.

Collaboration is key in your role, where you'll work across various cultures and social groups, adapting to changing circumstances and maintaining a positive outlook even in high-pressure situations. You'll provide onsite technical support and field engineering services, ensuring continuous feedback to clients and updating all systems and portals as required.

In addition to technical tasks, you will engage in operational improvements, participate in product reviews, and support the optimization of work processes. Your expertise will also be crucial in mentoring and coaching junior team members, enhancing our collaborative and supportive environment.

To thrive in this role, you need to have :

• Experience in an engineering function within a medium to large ICT organization.
• A very good practical knowledge of Managed Services and ITIL processes.
• An advanced knowledge of voice, video, and other collaboration modalities.
• An advanced level of knowledge of Collaboration Application Microsoft Teams. Ribbon and Audiocodes SBC and Gateway, Poly Handsets and DECT devices
• 7+ years of work experience Excellent experience working with vendors and / or 3rd parties Excellent knowledge of voice, video and other collab modalities
• An advanced level of knowledge of Cloud Voice or other carrier based PSTN / SIP technologies.
• Experience in managed services and using ticketing tools, preferably ServiceNow.
• An ability to take technical command of complex Incident and Major Incident situations, effectively communication to a range or internal and external stakeholders.
• Strong planning skills and the capacity to adapt to changing circumstances.
• Positive outlook and resilience in a pressurized work environment.
• Excellent ability to communicate and work across different cultures and social groups.
• Active listening techniques, including paraphrasing and probing for relevant information.
• Client-centric approach, placing clients at the forefront of all interactions.
• Advanced diploma, degree, or relevant qualification in IT / Computing or equivalent work experience alongside relevant certifications.

Workplace type : Hybrid Working

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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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 also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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Skills Required

Servicenow, Microsoft Teams, Managed Services, Itil Processes