Collaboration Managed Services Engineer L1

NTT DATA, Inc.; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

NTT DATA in Mumbai is seeking a Collaboration Managed Services Engineer (L1) to be the first line of support for our clients' Collaboration, Contact Centre and Voice systems.

You will monitor private and public cloud infrastructure, triage incidents, investigate root causes, apply approved maintenance, and help improve processes by updating knowledge articles and seeking automation opportunities.

Qualifications

• Diploma or Bachelor's degree in IT/Computing or equivalent.
• Basic troubleshooting and monitoring skills in collaboration/voice systems.
• Relevant partner certifications are desirable.

Responsibilities

• Provide first-line support for collaboration, contact centre and voice systems.
• Monitor client infrastructure and resolve incidents quickly to meet SLAs.
• Investigate root cause, escalate when needed and perform approved maintenance.
• Update knowledge articles and look for ways to automate routine tasks.

Skills

Troubleshooting

Network

Voice services

Collaboration services

Contact centre services

Active listening

Communication skills

Adaptability

Customer experience

Work extra hours

Education

Diploma / Bachelor's degree in IT or Computing

Tools

Partner Certifications

Job description

Job Description:

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 (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 escalat. 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.

To thrive in this role, you need to have:

• 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.
• Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience).
• Relevant partner Certifications are also desirable.

Workplace type:

On-site 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 70 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.

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 @nttdata.com email address. If you suspect any fraudulent activity, contact us.