Collaboration Managed Services Engineer

Collaboration Managed Services Engineer (L2) – NTT DATA, Inc. Join a world‑leading technology services provider that pushes the boundaries of what is possible. NTT DATA is renowned for technical excellence, leading innovations and making a difference to clients and society. Responsibilities Ensure clients’ Collaboration and Communication systems function smoothly. Proactively monitor work queues, identify and investigate issues, and resolve technical incidents to maintain client satisfaction. Provide second‑level support for incidents and requests of medium complexity while preventing breaches of service level agreements. Capture all required and relevant information for immediate resolution, communicate with other teams and clients for extended support, and ensure continuous service through shift handovers. Plan and execute standard requests and changes, identifying risks and mitigation plans. Support automation initiatives by working with automation partners to optimise efforts and automate routine tasks. Coach and mentor L1 teams, enhancing their technical and behavioural skills. Establish effective monitoring set‑ups for client infrastructure, audit and analyse incident/request tickets, and produce trend reports for automation opportunities. Lead initial client escalations and ensure all changes are recorded and approved to maintain compliance and client satisfaction. Identify opportunities to optimise work processes and reduce incidents, update existing knowledge articles, create new ones, and find ways to automate routine tasks. Qualifications A moderate knowledge of voice, video, and other collaboration modalities. A moderate level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex, or a moderate level of knowledge of Contact Centres like Dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre. A moderate 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 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. As a Global Top Employer, we have experts in more than 50 countries and operate as part of the 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. NTT DATA recruiters will never ask job seekers or candidates for