Collaboration Managed Services Engineer - Johannesburg - NTT

Description

Make a lasting impact at NTT DATA

Your role in shaping the future of technology

The Collaboration Managed Services Engineer (L4) is a high-level engineering position that demands exceptional technical expertise and soft skills. Your primary responsibility will be to ensure seamless operation of clients' IT infrastructure and systems by proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems.

Main objectives:

• To review client requests or tickets promptly and apply technical process knowledge to provide clients with almost immediate resolution without breaching service level agreements (SLAs).
• To focus on fourth-line support for escalated incidents and requests with a high level of complexity.
• To ensure contracted Managed Services outcomes are delivered to clients.

Key responsibilities:

• Proactively monitor work queues and provide support to clients where tickets are highly technical or sophisticated in nature.
• Work independently to perform operational tasks and resolve escalated incidents/requests within agreed SLAs while providing timely and consistent updates.
• Identify, investigate, analyze issues and errors prior to or when they occur and log them in a timely manner.
• Capture all required and relevant information for immediate resolution.
• Provide fourth-line support to all escalated incidents, requests, and identify root causes, respond to tickets where third-line engineer teams were unable to fix the problem.
• Share knowledge, document it, and push it down to other engineers.
• Communicate with other teams and clients for extended support.
• Act as an emergency support contact as needed for critical client and business-impacting issues.
• Ensure shift handover processes highlight key escalated open tickets and upcoming operation-critical tasks.
• Support, track, and document change implementation.
• Escalate all tickets to management with ensuing updates, where applicable.
• Identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks.
• Gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
• Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
• Coach Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teams.
• Perform quality audits covering process, service experience, ticket updates, etc., as required.

Knowledge and attributes:

• Excellent proficiency in change management process with the 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 take 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 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, understand 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 Master's 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.