Managed Services Engineer

1 week ago

Shanghai, Shanghai, China NTT DATA Full time

About the Role

The Collaboration Managed Services Engineer (L2) is a key member of our team, responsible for providing a managed service to clients to ensure their IT infrastructure and systems remain operational. This involves proactively monitoring, identifying, investigating, and resolving technical incidents and problems, and restoring service to clients.

Key Responsibilities

  • Proactively monitor work queues and perform operational tasks to resolve incidents and requests in a timely manner.
  • 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 the root cause 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 the shift handover process and escalate tickets to seek the right focus from CoE and other teams if 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 and identify problems and errors before they impact a client's service.
  • Lead and manage initial client escalation for operational issues and contribute to the change management process by logging all change requests with complete details.
  • Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.

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.
  • Moderate years of relevant managed services experience.
  • Moderate level knowledge in ticketing tools preferably Service Now.
  • Good knowledge of voice, video, and other collaboration modalities.
  • Moderate level 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. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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, 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. Apply today.

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