Make an impact with NTT DATA Join 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 DATA The Collaboration Managed Services Engineer L3 is a seasoned engineering role responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems Core Technology Experience required Microsoft Teams Ribbon and Audiocodes SBC and Gateway Poly Handsets and DECT devices 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 and 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 and applies analytical thinking and deep technical expertise in achieving client outcomes while coaching and mentoring junior team members across functions You 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 Your ability to plan and execute requests and changes with explicit 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 Collaboration 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 In 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 To thrive in this role you need to have Experience in an engineering function within a medium to large ICT organization A very good practical knowledge of Managed Services and ITIL processes An advanced knowledge of voice video and other collaboration modalities An advanced level of knowledge of Collaboration Application Microsoft Teams Ribbon and Audiocodes SBC and Gateway Poly Handsets and DECT devices 7 years of work experience Excellent experience working with vendors and or 3rd parties Excellent knowledge of voice video and other collab modalities An advanced level of knowledge of Cloud Voice or other carrier based PSTN SIP technologies Experience in managed services and using ticketing tools preferably ServiceNow An ability to take technical command of complex Incident and Major Incident situations effectively communication to a range or internal and external stakeholders Strong planning skills and the capacity to adapt to changing circumstances Positive outlook and resilience in a pressurized work workplace Excellent ability to communicate and work across different cultures and social groups Active listening techniques including paraphrasing and probing for relevant information Client-centric approach placing clients at the forefront of all interactions Advanced diploma degree or relevant qualification in IT Computing or equivalent work experience alongside relevant certifications Workplace type Hybrid Working About NTT DATA NTT 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 Employer NTT 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 Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process for any reason Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you All email communications from an NTT DATA recruiter will come from an 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