Managed Services (MS) Engineer - L3

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About The Role The Managed Services (MS) Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.

This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Key Responsibilities:

• Performs necessary checks, apply monitoring tools and respond to alerts.
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Assists in analysing, assigning, and escalating support calls.
• Investigates third line support calls assigned and identify the root cause of incidents and problems.
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides onsite technical support to clients and provide field engineering services to clients.
• Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization including opportunities for automation of work.
• Performs any other related task as required.
• L3 escalation support.
• Major Incident Management.
• Root Cause Analysis.
• Problem Management.
• Change Management.
• Customer communication.
• Vendor management.
• Mentoring junior engineers.

Knowledge and Attributes:

• 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 creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
• NICE Certified Implementation Engineer (CXone ACD/IVR)
• Genesys Cloud: Professional Certification (GC-GCP)
• Cisco CCNP Collaboration or equivalent certification.
• Microsoft 365 Certified: Teams Administrator Associate.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required experience:

• Seasoned experience required in Engineering function within a medium to large ICT organization.
• 7+ years experience supporting enterprise Collaboration and Contact Centre environments.
• Seasoned experience of Managed Services.
• Excellent working knowledge of ITIL processes.
• Seasoned experience working with vendors and/or 3rd parties.
• Excellent knowledge of voice, video and other collab modalities.
• Cisco CUCM, Unity Connection , Cisco CUBE, SIP Trunks, Expressway
• Microsoft Teams Voice, Teams Direct Routing
• AudioCodes SBC
• Genesys Cloud -- Very important
• NICE CXone -- Very important
• VoIP protocols (SIP / RTP / TLS), QoS
• Packet capture analysis

Workplace type: On-site Working

About 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 70 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.

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