Your day at NTT DATA<\/p>\n
\tAs 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.
\n\tYou’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.
\n\tYour 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.
\n\tCollaboration 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.
\n\tIn 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.<\/p>\n
Key Responsibilities:<\/p>\n
\tPerforms necessary checks, apply monitoring tools and respond to alerts.
\n\tIdentifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
\n\tAssists in analysing, assigning, and escalating support calls.
\n\tInvestigates third line support calls assigned and identify the root cause of incidents and problems.
\n\tReports and escalates issues to 3rd party vendors if necessary.
\n\tProvides onsite technical support to clients and provide field engineering services to clients.
\n\tConducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
\n\tProvides continuous feedback to clients and affected parties and update all systems and\/or portals as prescribed by the company.
\n\tProactively identifies opportunities for work optimization including opportunities for automation of work.
\n\tPerforms any other related task as required.<\/p>\n
Knowledge and Attributes:<\/p>\n
\tAbility to communicate and work across different cultures and social groups.
\n\tAbility to plan activities and projects well in advance, and takes into account possible changing circumstances.
\n\tAbility to maintain a positive outlook at work.
\n\tAbility to work well in a pressurized environment.
\n\tAbility to work hard and put in longer hours when it is necessary.
\n\tAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
\n\tAbility to adapt to changing circumstances.
\n\tAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.<\/p>\n
Academic Qualifications and Certifications:<\/p>\n
\tQualification in IT\/Computing (or demonstrated equivalent work experience).
\n\tAudioCodes
\n\tMicrosoft 365 Certified: Teams Administrator Associate
\n\tCertifications relevant to the services provided (certifications carry additional weightage on a candidate\u2019s qualification for the role).<\/p>\n
Required experience:<\/p>\n
\tSeasoned experience required in Engineering function within a medium to large ICT organization.
\n\t3-5 years full experience in the same or similar role.
\n\tSeasoned experience of Managed Services.
\n\tExcellent working knowledge of ITIL processes.
\n\tSeasoned experience working with vendors and\/or 3rd parties.
\n\tExcellent knowledge of voice, video and other collab modalities.
\n\tExcellent knowledge on configuring and troubleshooting of Microsoft Teams.
\n\tExcellent knowledge on configuring and troubleshooting of AudioCodes \/ Ribbon session border controllers.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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