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.
As a Collaboration Managed Services Engineer (L3) at NTT DATA, you'll join our dynamic and inclusive team at the forefront of technical excellence and innovation. Your role involves proactively identifying and resolving technical incidents and problems, ensuring a seamless and impactful service experience for our clients every day.
You'll be responsible for managing complex support tickets and conducting advanced tasks that leverage your deep technical expertise. Your focus will be on maintaining high service levels and meeting SLA conditions by performing checks, applying monitoring tools, and responding to alerts quickly and effectively. Analysing, assigning, and escalating support calls to resolve issues before they impact our clients will be part of your daily routine.
Your ability to plan and execute requests and changes with clear identification of risks and mitigation plans will be crucial. You will also support automation initiatives by working with our automation partners to optimize efforts and automate routine tasks.
Collaboration is key in your role, where you'll work across various cultures and social groups, adapting to changing circumstances and maintaining a positive outlook even in high-pressure situations. You'll provide onsite technical support and field engineering services, ensuring continuous feedback to clients and updating all systems and portals as required.
In addition to technical tasks, you will engage in operational improvements, participate in product reviews, and support the optimization of work processes. Your expertise will also be crucial in mentoring and coaching junior team members, enhancing our collaborative and supportive environment.
To thrive in this role, you need to have:
- Experience in an engineering function within a medium to large ICT organization.
- A very good practical knowledge of Managed Services and ITIL processes.
- An advanced knowledge of voice, video, and other collaboration modalities.
- An advanced level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex. Or an advanced level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre.
- An advanced level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies.
- Experience in managed services and using ticketing tools, preferably ServiceNow.
- An ability to take technical command of complex Incident and Major Incident situations, effectively communication to a range or internal and external stakeholders.
- Strong planning skills and the capacity to adapt to changing circumstances.
- Positive outlook and resilience in a pressurized work environment.
- Excellent ability to communicate and work across different cultures and social groups.
- Active listening techniques, including paraphrasing and probing for relevant information.
- Client-centric approach, placing clients at the forefront of all interactions.
- Advanced diploma, degree, or relevant qualification in IT/Computing or equivalent work experience alongside relevant certifications.
Workplace type:
On-site WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
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.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
Skills Required
- Experience in an engineering function within a medium to large ICT organization
- Very good practical knowledge of Managed Services and ITIL processes
- Advanced knowledge of voice, video, and other collaboration modalities
- Advanced knowledge of collaboration applications (Microsoft Teams, Cisco Webex)
- Advanced knowledge of contact centre platforms (Dynamics 365, Genesys PureCloud, NICE CXone, Cisco Webex Contact Centre)
- Advanced knowledge of Cloud Voice and carrier-based PSTN/SIP technologies
- Experience in managed services and using ticketing tools
- Familiarity with ServiceNow
- Ability to take technical command of complex incidents and major incidents and communicate effectively with stakeholders
- Strong planning skills and capacity to adapt to changing circumstances
- Positive outlook and resilience in pressurized work environments
- Excellent communication and ability to work across different cultures and social groups
- Active listening techniques including paraphrasing and probing
- Client-centric approach
- Advanced diploma, degree, or relevant IT/Computing qualification or equivalent experience with relevant certifications
NTT DATA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NTT DATA and has not been reviewed or approved by NTT DATA.
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Fair & Transparent Compensation — Feedback suggests salary bands and grades are clearly defined, making ranges and promotion criteria easier to understand. Standardized HR processes provide visibility into levels across common delivery roles.
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Healthcare Strength — Feedback suggests the package includes comprehensive medical, dental, and vision options with HSA/FSA eligibility. Global materials emphasize comprehensive insurance and wellbeing as baseline offerings across regions.
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Wellbeing & Lifestyle Benefits — Flexible work options, including remote/hybrid arrangements, are highlighted as core benefits and can support work–life balance. Some delivery teams report more manageable hours than strategy consultancies, improving perceived value for time.
NTT DATA Insights
What We Do
NTT DATA, Inc. is a trusted global innovator of business and technology services. We're committed to helping clients innovate, optimize and transform for long-term success. Our R&D investments 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
