Fresh Jobs 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.

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Your day at NTT DATA

• The Change Specialist supports the successful delivery of enterprise transformation initiatives across the organisation. Working closely with the Change Director and transformation teams, the role helps drive adoption of major change initiatives including AI adoption, ERP implementation, process standardisation and culture change.
• The role combines hands‑on execution of change management tools and methods with strong stakeholder engagement to ensure that transformation initiatives are understood, adopted and sustained across the organisation.

Key Responsibilities
Change Analysis & Planning

• Conduct change impact assessments to understand how initiatives affect teams, roles and processes.
• Perform stakeholder analysis and mapping to identify influence, support and resistance dynamics.
• Conduct change readiness and risk assessments.
• Support development of practical change and adoption plans aligned with transformation programs.

Adoption & Behavioural Change

• Design and support interventions that enable behavioural adoption of new technologies and processes.
• Identify barriers to adoption and work with teams and leaders to address them.
• Support initiatives that increase utilisation, capability and confidence in new systems such as AI tools or ERP platforms.

Change Analytics & Insights

• Track and refine key indicators of adoption and change effectiveness.
• Develop simple dashboards to monitor adoption, engagement and readiness.
• Support measurement of benefit realisation and change ROI.

Stakeholder Engagement

• Work with program teams, business leaders and regional stakeholders to support change initiatives.
• Coordinate engagement activities that build awareness and ownership of transformation initiatives.

Communication & Enablement

• Support development of clear communication and engagement materials.
• Assist with enablement initiatives that help employees adopt new technologies and processes.

Skills & Attributes

• Strong learning agility and curiosity
• Ability to apply structured change management tools and frameworks
• Strong analytical thinking and problem solving
• High emotional intelligence and stakeholder awareness
• Resilient and comfortable working in fast‑moving transformation environments
• Strong communication and facilitation skills
• Organised with strong attention to detail

Required Experience

• 5 years' experience in change management, transformation, or consulting
• Exposure to technology or digital transformation initiatives
• Experience with tools such as change impact analysis, stakeholder mapping, readiness assessments and adoption tracking
• Hands-on experience in driving adoption projects / programs in large organisations or multinational environments beneficial

Qualifications

• Bachelor’s degree in Business, Technology, Organisational Psychology or related field
• Change management certification (e.g., Prosci, ACMP) beneficial but not essential