Collaboration Managed Services Engineer (L2)

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).

Core Technology Experience required :

Microsoft Teams

Ribbon and Audiocodes SBC and Gateway

Poly Handsets and DECT devices

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 behavioral skills. Establishing effective monitoring setups for client infrastructure, auditing and analyzing 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.
• An moderate level of knowledge of Collaboration Application Microsoft Teams. Ribbon and Audiocodes SBC and Gateway, Poly Handsets and DECT devices
• 4+ 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.
• 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

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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NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us .

Skills Required

Servicenow, Microsoft Teams