Collaboration Managed Services Engineer

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
The Collaboration Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems, and restoring service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching the service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity.

Key Requirements for this role:

German Language to B2 level

Microsoft Teams Level 2 Engineering experience – Typical certs: MS900, MS720, and MS721 Certs

SBC and Gateway technology, such as AudioCodes – including certs ideally.

Good understanding of SIP Voice technologies – including Microsoft Operator Connect.

Key Role And Responsibilities

• Proactively monitors the work queues
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and logs all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second-level support to all incidents, requests, and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured in the change record
• Follows the shift handover process, highlighting any key tickets to be focused on, along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalates all tickets to seek the right focus from CoE and other teams, if needed, and continues the escalations to management
• Works with automation teams for effort optimization and automating routine tasks
• Coaches Service Desk and L1 teams for technical and behavioural skills
• Establishes monitoring for client infrastructure
• Identifies problems and errors before they impact a client's service
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard, including patching and any other changes to Configuration Items
• Ensures all changes are carried out with proper change approvals
• Plans and executes approved maintenance activities
• Audits and analyzes incidents and requests tickets for quality and recommends improvements with updates to knowledge articles
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

Knowledge, Skills, 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

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNP or equivalent certification
• M365 Intermediate (Associate) Certs
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)

Required Experience

• Moderate years of relevant managed services experience
• Moderate level knowledge in ticketing tools, preferably Service Now
• Good knowledge of voice, video, and other collab modalities
• Good experience working with vendors and/or 3rd parties

Skills

• Good understanding of voice, video, and other collab modalities, including an understanding of the devices that run them.
• Good understanding and troubleshooting skills of networking & routing protocols, including SIP, VOIP. Good understanding of SBCs, Operator Connect, PBXs, Call Recording, and eSIM technologies.
• Solid understanding of Collaboration tools such as Microsoft Teams & how to troubleshoot.
• Good understanding of call flows, auto attendants, and call queues. Good understanding of legacy technologies, such as fax.
• Good management of third-party carriers and partners to ensure ticket progress and resolution in a timely fashion. An appreciation and ability to troubleshoot issues with global number porting processes.

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, 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.

Third parties fraudulently posing as NTT DATA recruiters
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

email address. If you suspect any fraudulent activity, please
contact us
.