Collaboration Managed Services Engineer

2 days ago

Cape Town, Western Cape, South Africa NTT Full time

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

The Collaboration Managed Services Engineer (L4) is an advanced engineering role, responsible for ensuring a managed service is provided to all clients, ensuring that their IT infrastructure and systems remain operational.

This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA) and focuses on forth-line support for escalated incidents and requests with a high level of complexity.

The Collaboration Managed Services Engineer (L4) ensures contracted Managed Services outcomes are delivered to the client.

What you'll be doing

Key Responsibilities:

  • Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
  • Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
  • Provides timely and consistent updates of tickets with resolution tasks performed.
  • Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
  • Captures all required and relevant information for immediate resolution.
  • Provides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problem.
  • Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers.
  • Communicates with other teams and clients for extending support.
  • Acts as emergency support contact as needed, for critical client and business-impacting issues.
  • Ensures that the shift handover process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
  • Supports, tracks, and documents change implementation.
  • Provides timely escalation of all tickets to management with ensuing updates, where applicable.
  • Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
  • Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices.
  • Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
  • Coaches Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teams.
  • Performs quality audits, covering process, service experience, ticket updates, etc. as required.
  • Performs any other related task as required.

Knowledge and Attributes:

  • Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
  • Deep technical skills in relevant functions.
  • Excellent client service orientation and passion for achieving or exceeding expectations.
  • Excellent written and verbal communication skills.
  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
  • Ability to maintain a positive outlook at work.
  • Ability to work well in a pressurized environment.
  • Ability to work hard and put in longer hours when it is necessary.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

  • Advanced degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
  • CCIE Certification or equivalent.
  • M365 Expert Certifications.
  • Preference is a Masters in Computer Science or equivalent.
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).

Required Experience:

  • Advanced Managed Services experience.
  • Advanced knowledge and experience in ticketing tools, preferably Service Now.
  • Worked in multiple large Global Enterprise client outsourcing projects.
  • Advanced vendor management experience.
  • Track record of effective shift left work management skills (moving work to junior levels).
  • Advanced experience and understanding of the IT industry and standards for IT service management.
  • Advanced experience in more than one area of expertise.
  • Advanced experience across Emerging technology and trends impacting IT operations.

Workplace type:

Hybrid Working

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, 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. Apply today.

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