Collaboration Managed Services Engineer (L1)

NTT DATA, Inc.; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA is seeking a Collaboration Managed Services Engineer (L1) for on-site work in Mumbai. You will monitor private and public cloud infrastructure, provide first-line support for collaboration, contact centre and voice systems, and resolve incidents to meet SLAs.

You’ll also update knowledge articles and look for process improvements to prevent escalations. Key duties include issue investigation, root-cause analysis, patching, configuration changes, and delivering excellent client

Qualifications

• Basic troubleshooting in network, voice, collaboration and contact centre services.
• Ability to triage cases with accurate severity and impact documentation.
• Active listening to gather relevant information.
• Strong communication across cultures and social groups.
• Flexibility and adaptability in changing circumstances.
• Positive outlook and resilience under pressure.
• Commitment to delivering a positive client experience and keeping updates on progress.
• Willingness to put in extra hours when necessary.
• Diploma, bachelor's degree, or relevant IT/computing qualification (or equivalent).
• Relevant partner certifications are desirable.

Responsibilities

• Monitor client infrastructure and provide first-line support for issues.
• Investigate incidents, determine root cause, and restore services.
• Execute approved maintenance like patching and configuration changes.
• Provide telephonic or chat support to clients as needed.
• Identify opportunities to optimize work processes and reduce incidents.
• Update or create knowledge articles and contribute to automation ideas.
• Collaborate with teams across cultures and ensure smooth handovers during shifts.

Skills

Troubleshooting basics

Networking basics

Voice systems

Collaboration tools

Contact center

Case triage

Active listening

Cross-cultural communication

Adaptability

Customer experience

Willingness to work extra hours

IT diploma or degree

Certifications desirable

Education

IT diploma or degree

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 escalated. 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.