IT Managed Services Engineer
1 week ago
NTT DATA, Inc. is a global leader in business and technology services. As a Collaboration Managed Services Engineer, you will play a crucial role in ensuring the smooth operation of our clients' IT infrastructure and systems.
About the Role
This is a developing engineering position responsible for providing managed services to clients. Your primary objective will be to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs). You will focus on second-line support for incidents and requests with a medium level of complexity.
Key Responsibilities:
- Proactively monitor work queues.
- Perform operational tasks to resolve incidents/requests in a timely manner and within agreed SLAs.
- Update tickets with resolution tasks performed.
- Identify, investigate, analyze issues, and log all incidents in a timely manner.
- Capture required information for immediate resolution.
- Provide second-level support for incidents, requests, and identify root causes.
- Communicate with other teams and clients for extended support.
- Execute changes with clear identification of risks and mitigation plans.
- Follow shift handover process highlighting key tickets and upcoming critical tasks.
- Elevate all tickets for right focus from CoE and other teams, if needed continue escalations to management.
- Work with automation teams for effort optimization and routine task automation.
- Coach Service Desk and L1 teams for technical and behavioral skills.
- Establish monitoring for client infrastructure.
- Identify problems before they impact client services.
- Lead initial client escalation for operational issues.
- Contribute to change management by logging change requests with complete details.
- Ensure all changes are carried out with proper approvals.
- Plan and execute approved maintenance activities.
- Audit incident/request tickets for quality and recommend improvements.
- Produce trend analysis reports for identifying tasks for automation.
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