Job
Description
Role Overview: As a Collaboration Managed Services Engineer (L3) at NTT DATA, you will play a crucial role in providing managed services to clients by proactively identifying and resolving technical incidents and problems. Your main objective will be to ensure zero missed service level agreement (SLA) conditions while handling tickets of high complexity and providing advanced solutions to a diverse range of complex problems. Additionally, you will be responsible for maintaining a high level of service to clients through operational improvements, quality assurance, and coaching junior team members. Key Responsibilities: - Perform necessary checks, apply monitoring tools, and respond to alerts. - Identify problems and errors proactively, log all incidents with required detail, and escalate support calls when necessary. - Investigate and identify root causes of incidents and problems, escalating to 3rd party vendors if needed. - Provide onsite technical support and field engineering services to clients. - Conduct monthly reviews of incidents and service requests, analyze data, and recommend quality improvements. - Provide continuous feedback to clients, update systems as required, and identify opportunities for work optimization and automation. Qualification Required: - Advanced diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience). - CCNP or equivalent certification. - M365 Expert / Intermediate (Associate) Certifications. - Certifications relevant to the services provided, which carry additional weightage for this role. Additional Company Details: NTT DATA is a trusted global innovator of business and technology services with a commitment to helping clients innovate, optimize, and transform for long-term success. With a focus on investing in R&D to support the digital future, NTT DATA serves 75% of the Fortune Global 100. As a Global Top Employer, NTT DATA operates in more than 50 countries, offering services including business and technology consulting, data and artificial intelligence, industry solutions, and digital infrastructure. NTT DATA is part of NTT Group and headquartered in Tokyo, embodying a culture of diversity and innovation. Equal Opportunity Employer Role Overview: As a Collaboration Managed Services Engineer (L3) at NTT DATA, you will play a crucial role in providing managed services to clients by proactively identifying and resolving technical incidents and problems. Your main objective will be to ensure zero missed service level agreement (SLA) conditions while handling tickets of high complexity and providing advanced solutions to a diverse range of complex problems. Additionally, you will be responsible for maintaining a high level of service to clients through operational improvements, quality assurance, and coaching junior team members. Key Responsibilities: - Perform necessary checks, apply monitoring tools, and respond to alerts. - Identify problems and errors proactively, log all incidents with required detail, and escalate support calls when necessary. - Investigate and identify root causes of incidents and problems, escalating to 3rd party vendors if needed. - Provide onsite technical support and field engineering services to clients. - Conduct monthly reviews of incidents and service requests, analyze data, and recommend quality improvements. - Provide continuous feedback to clients, update systems as required, and identify opportunities for work optimization and automation. Qualification Required: - Advanced diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience). - CCNP or equivalent certification. - M365 Expert / Intermediate (Associate) Certifications. - Certifications relevant to the services provided, which carry additional weightage for this role. Additional Company Details: NTT DATA is a trusted global innovator of business and technology services with a commitment to helping clients innovate, optimize, and transform for long-term success. With a focus on investing in R&D to support the digital future, NTT DATA serves 75% of the Fortune Global 100. As a Global Top Employer, NTT DATA operates in more than 50 countries, offering services including business and technology consulting, data and artificial intelligence, industry solutions, and digital infrastructure. NTT DATA is part of NTT Group and headquartered in Tokyo, embodying a culture of diversity and innovation. Equal Opportunity Employer
