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 transparent identification of risks and mitigation plans will be crucial You will also support automat