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 As a Collaboration Managed Services Engineer L2 at NTT DATA your day revolves around ensuring our clients Collaboration and Communication systems function smoothly You ll proactively monitor work queues identify and investigate issues and resolve technical incidents to maintain client satisfaction Your role includes providing second-level support for incidents and requests of medium complexity with a keen eye on preventing breaches of our service level agreements SLAs You ll be responsible for capturing all required and relevant information for immediate resolution communicating with other teams and clients for extended support and ensuring continuous service by following through on shift handovers Your ability to plan and execute standard requests and changes with clear 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 Coaching and mentoring will become part of your daily routine as you help the L1 teams enhance their technical and behavioural skills Establishing effective monitoring setups for client infrastructure auditing and analysing incident request tickets and producing trend reports for automation opportunities are key Responsibilities You ll also lead initial client escalations and ensure all changes are recorded and approved to maintain compliance and client satisfaction Your role doesn t stop at issue resolution you ll also be identifying opportunities to optimize work processes and reduce incidents Whether it s updating existing knowledge articles creating current ones or finding ways to automate routine tasks you ll actively contribute to enhancing service delivery Your ability to adapt to changing circumstances and keep a positive outlook will be key to your success To thrive in this role you need to have A moderate knowledge of voice video and other collaboration modalities A moderate level of knowledge of Collaboration Applications such as Microsoft Teams Cisco Webex Or a moderate level of knowledge of Contact Centres like dynamics 365 Genesys Pure Cloud Nice CX 1 Cisco Webex Contact Centre A moderate level of knowledge of Cloud Voice or other carrier based PSTN SIP technologies Experience in managed services and using ticketing tools preferably ServiceNow The ability to communicate and work effectively across different cultures and social groups An ability to take technical command of complex Incidents effectively communicating to a range or internal and external stakeholders Competence in planning activities and projects well in advance and adapting to changing circumstances The ability to maintain a positive outlook and work well under pressure Willingness to work extra hours when necessary Active listening skills confirming understanding probing for relevant information and avoiding interruptions A focus on placing clients at the forefront of all interactions ensuring a positive client experience A 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 business and technology services leader serving 75 of the Fortune Global 100 We are committed to accelerating client success and positively impacting society through responsible innovation We are one of the world s leading AI and digital infrastructure providers with unmatched capabilities in enterprise-scale AI cloud security connectivity data centers and application services Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future As a Global Top Employer we have experts in more than 50 countries We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners NTT DATA is part of NTT Group which invests over 3 billion each year in R D 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 nttdata com email address If you suspect any fraudulent activity please

📌 Senior Ms Collaboration Engineer Dcs Collab Coe (Bengaluru)
🏢 NTT Data
📍 Bengaluru