MS Engineer
2 weeks ago
We are seeking a highly skilled Collaboration Managed Services Engineer (L2) to join our team at NTT DATA. As a key member of our managed services team, you will be responsible for providing proactive support to clients to ensure their IT infrastructure and systems remain operational.
Key Responsibilities- 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 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 as needed to seek the right focus from CoE and other teams.
- 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 a client's service, and lead and manage initial client escalation 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.
- 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.
- Relevant managed services experience and moderate level knowledge in ticketing tools preferably Service Now.
- Good knowledge of voice, video, and other collaboration modalities and moderate level experience working with vendors and/or 3rd parties.
- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience) and CCNP or equivalent certification.
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.
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.
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.
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MS Engineer
3 weeks ago
Shanghai, Shanghai, China NTT Full timeAbout NTT DATANTT 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...
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MS Engineer
1 week ago
Shanghai, Shanghai, China NTT Full timeAbout the RoleWe 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...
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