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NTT DATA, Inc. logo

Senior Collab Engineer

2 - 6 years

4 - 8 Lacs

Bengaluru

Posted:1 week ago| Platform: Naukri logo

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Skills Required

Collab Engineering MS700 MS721 automation Service Now CCNP

Work Mode

Hybrid

Job Type

Full Time

Job Description

Key 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, analyses issues and errors prior to or when they occur, and log 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 into 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 continue the escalations to management. Works with automation teams for effort optimization and automating routine tasks. Coaches Service Desk and L1 teams for technical and behavioral skills. Establishes monitoring for client infrastructure. Identifies problems and errors before they impact a clients 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 analyses incident and request 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. Performs any other related task as required. Knowledge 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) Certification. MS700 MS721 Intermediate will be a plus Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role). Required Experience: Moderate level of relevant managed services experience. Moderate level of knowledge in ticketing tools preferably Service Now. Good knowledge of voice, video and other collab modalities. Moderate level of experience working with vendors and/or 3rd parties.

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NTT DATA, Inc.
NTT DATA, Inc.
www.nttdata.com

IT Services and IT Consulting

Tokyo Plano

10001 Employees

1479 Jobs

    Key People

  • Denise S. Kinsley

    CEO

  • Ryuhei Sakamoto

    President and CEO of NTT DATA Corporation

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