Job
Description
As a Collaboration Managed Services Engineer (L2) at NTT DATA, your role involves providing a managed service to clients to ensure the continuous operation of their IT infrastructure and systems. You will be responsible for proactively monitoring, identifying, investigating, and resolving technical incidents and problems while restoring service to clients efficiently. Your main objective is to review client requests or tickets, apply technical/process knowledge to resolve them within the agreed service level agreement (SLA), and provide second-line support for incidents and requests of medium complexity. Key Responsibilities: - Proactively monitor work queues and perform operational tasks to resolve incidents/requests within agreed SLAs. - Update tickets with resolution tasks and log all incidents in a timely manner after identifying and analyzing issues and errors. - Provide second-level support for incidents and requests, identifying root causes and communicating with other teams and clients for support extension. - Execute changes with clear risk identification and mitigation plans, follow shift handover processes, and escalate tickets as needed. - Work with automation teams for task optimization, coach Service Desk and L1 teams, establish monitoring for client infrastructure, and lead initial client escalations. - Contribute to change management by logging all change requests and executing approved maintenance activities. - Audit and analyze incident and request tickets for quality, produce trend analysis reports, and perform any other related tasks as required. Knowledge and Attributes: - Ability to communicate and collaborate across different cultures and social groups. - Strong planning skills, positive outlook, ability to work well under pressure, and adapt to changing circumstances. - Active listening skills, prioritizing clients, and creating a positive client experience. Academic Qualifications and Certifications: - Diploma, degree, or relevant qualification in IT/Computing. - CCNP or equivalent certification, M365 Intermediate (Associate) Certification, and other relevant certifications. Required Experience: - Moderate level of relevant managed services experience, ticketing tools knowledge, and experience working with vendors and/or 3rd parties. Workplace Type: - On-site Working About NTT DATA: NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. Committed to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests in R&D annually to support organizations in moving confidently into the digital future. With expertise in business and technology consulting, data and artificial intelligence, and digital infrastructure, NTT DATA is dedicated to providing diverse and sustainable solutions globally. As an Equal Opportunity Employer, NTT DATA values diversity, inclusion, and long-term success for clients and employees alike.,
