IT Managed Services Engineer

1 week ago


Port Elizabeth, Eastern Cape, South Africa NTT DATA, Inc. Full time
Job Overview
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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