JOB DESCRIPTION Make an impact with NTT DATAJoin 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 DATAThe Collaboration Managed Services Engineer (L3) is responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients.
The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions.
This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.
This position uses considerable judgment and independent analysis within defined policies and practices.
This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.What you'll be doingKey Roles and Responsibilities:Performs necessary checks, apply monitoring tools and respond to alertsIdentifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detailAssists in analysing, assigning, and escalating support callsInvestigates third line support calls assigned and identify the root cause of incidents and problemsReports and escalates issues to 3rd party vendors if necessaryProvides onsite technical support to clients and provide field engineering services to clientsConducts a monthly random review of incidents and service requests, analyse and recommend improvement in qualityProvides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTTProactively identifies opportunities for work optimization including opportunities for automation of workKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAbility to provide level 3 support for incidents and issues related to Microsoft solutions;Academic Qualifications and Certifications:Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Advanced expertise in Microsoft Technology (Teams, Azure AD, O365 and Intune);M365 Expert / Intermediate (Associate) Certs (Teams)AudioCodes / Ribbon Sonus GatewaysCertifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)Required Experience:Seasoned years of work experienceSeasoned experience required in Engineering function within a medium to large ICT organisationSeasoned experience of Managed ServicesExcellent working knowledge of ITIL processesSeasoned experience working with vendors and/or 3rd partiesExcellent knowledge of voice, video and other collab modalitiesWorkplace type: Hybrid WorkingAbout NTT DATANTT DATA is a $30+ billion trusted global innovator of business and technology services.
We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success.
We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.
As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.
Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity.
We are also one of the leading providers of digital and AI infrastructure in the world.
NTT DATA is part of NTT Group and headquartered in Tokyo.Equal Opportunity EmployerNTT 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.
