Collaboration Managed Services Engineer (L3)

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

As a Collaboration Managed Services Engineer (L3) at NTT DATA, you'll join our dynamic and inclusive team at the forefront of technical excellence and innovation. Your role involves proactively identifying and resolving technical incidents and problems, ensuring a seamless and impactful service experience for our clients every day. 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. Analyzing, 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 Applications such as Microsoft Teams, Cisco Webex. Or an advanced level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre.
• 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 business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. 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, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.