Job Requirements

Collaboration Managed Services Engineer (L4)

Job Summary

The Collaboration Managed Services Engineer(L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their voice, collaboration and or contact centre infrastructure and systems remain operational.

This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). This role focuses on senior support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client.

Primarily a Subject Matter Expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technology, etc.) and secondary an expert in either MS-Teams, Cisco UC (CCA,



Teams, etc.), or contact centre, and to provide daily technical support to clients on these services.

Key Role and Responsibilities
- Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
- Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performed
- Proactively 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 forth level support to all escalated incidents, requests and identifies the root cause of incidents and p

📌 Voice Collaboration Managed Service Engineer (Mumbai)
🏢 NTT DATA Business Solutions
📍 Mumbai