MS Engineer

1 week ago

Shanghai, Shanghai, China NTT Full time
About the Role

We are seeking a highly skilled Collaboration Managed Services Engineer (L2) to join our team at NTT DATA. As a key member of our team, you will be responsible for providing a managed service to clients, ensuring their IT infrastructure and systems remain operational through proactive monitoring, identification, investigation, and resolution of technical incidents and problems.

Key Responsibilities
  • Proactively monitor work queues to ensure timely resolution of incidents and requests.
  • Perform operational tasks to resolve incidents and requests within agreed service level agreements (SLAs).
  • Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur.
  • Provide second-level support to incidents, requests, and identify root causes of incidents and problems.
  • Communicate with other teams and clients for extended support and execute changes with clear identification of risks and mitigation plans.
  • Follow shift handover processes and escalate tickets to seek focus from CoE and other teams as needed.
  • Work with automation teams for effort optimization and automating routine tasks and coach Service Desk and L1 teams for technical and behavioral skills.
  • Establish monitoring for client infrastructure, identify problems and errors before they impact client services, and lead and manage initial client escalations for operational issues.
  • Contribute to the change management process by logging all change requests with complete details and ensure all changes are carried out with proper change approvals.
  • Plan and execute approved maintenance activities, audit and analyze incident and request tickets for quality, and recommend improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
Requirements
  • Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
  • CCNP or equivalent certification.
  • M365 Intermediate (Associate) Certs.
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
  • Relevant managed services experience.
  • Good knowledge of ticketing tools preferably Service Now.
  • Good knowledge of voice, video, and other collaboration modalities.
  • Experience working with vendors and/or 3rd parties.
About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

We are 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, color, 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.

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