Collaboration Managed Services Engineer (L1)

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Mumbai is seeking an Collaboration Managed Services Engineer (L1) to monitor client collaboration, contact centre and voice systems, provide first-line support, and ensure SLAs are met. You will handle incidents, perform maintenance tasks, and assist with knowledge base updates.

The role emphasizes proactive problem solving, incident resolution, and effective communication across cultures, with flexibility to work extra hours when required.

Qualifications

• Basic troubleshooting skills in network, voice, collaboration, and contact centre services.
• Triage cases with accurate severity and impact reporting.
• Active listening to gather relevant information.
• Strong communication across cultures and social groups.
• Willingness to work extra hours when necessary.

Responsibilities

• Monitor client collaboration, contact centre, and voice systems to ensure uptime.
• Provide first-line support and resolve technical incidents efficiently.
• Investigate issues, identify root causes, and restore services quickly.
• Execute approved maintenance activities such as patching and configuration changes.
• Proactively optimize processes and update knowledge articles.

Skills

Networking basics

Voice systems

Collaboration tools

Contact centre services

Active listening

Communication skills

Flexibility

Resilience under pressure

Case documentation

Job description

Job Summary

As a Collaboration Managed Services Engineer (L1) at NTT DATA, you will be the go-to person for ensuring our clients' Collaboration, Contact Centre and Voice systems stay up and running. Your main focus will be on providing first-line support by monitoring private and public cloud infrastructure, identifying problems early, and resolving technical incidents efficiently. You'll play a crucial role in ensuring we meet our service level agreements and deliver an excellent client experience.

Throughout the day you'll be monitoring client infrastructure for any issues and proactively addressing them before they elevate. If incidents occur, you'll investigate and get to the root cause swiftly to restore services. Your tasks will also include executing approved maintenance activities like patching and configuration changes and providing telephonic or chat support to clients when needed.

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 new 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.

Effective communication is essential in this role. You'll collaborate across different cultures and social groups, plan activities comprehensively, and ensure smooth handovers during shift changes. Your commitment to placing clients at the forefront of all interactions will help create a positive client experience throughout their journey with us.

Requirements

• Basic troubleshooting skills and knowledge in network, voice, collaboration, and contact centre services.
• The ability to triage client cases effectively, ensuring that severity and impact is accurate as well as key information is documented in the case.
• Active listening techniques to confirm understanding and gather relevant information.
• Strong communication skills, able to work across different cultures and social groups.
• Flexibility and adaptability in changing circumstances.
• Positive outlook and resilience under pressure.
• Commitment to creating a positive client experience by understanding their requirements and keeping them clearly updated on progress of their case.
• Willingness to put in extra hours when necessary.
• Relevant partner Certifications are also desirable.

Workplace type

On-site Working