Collaboration Managed Services Engineer (L3) at NTT Ltd.

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. 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.

Key Responsibilities:

• Performs necessary checks, apply monitoring tools and respond to alerts.
• 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 apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• 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:

• Qualification in IT/Computing (or demonstrated equivalent work experience).
• AudioCodes
• Microsoft 365 Certified: Teams Administrator Associate
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required experience:

• Seasoned experience required in Engineering function within a medium to large ICT organization.
• 3-5 years full experience in the same or similar role.
• 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.
• Excellent knowledge on configuring and troubleshooting of Microsoft Teams.
• Excellent knowledge on configuring and troubleshooting of AudioCodes / Ribbon session border controllers.