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Full-time
bachelor degree, professional certificate
Posted 17d ago
~40 hrs/week
Responsibilities
The role involves providing second-level technical support for collaboration and communication systems to ensure service continuity and SLA compliance. Responsibilities include monitoring work queues, resolving incidents, automating routine tasks, and mentoring L1 support teams.
Requirements
Candidates need moderate knowledge of collaboration applications, contact center solutions, and cloud voice technologies. A degree or diploma in IT/Computing, experience with ticketing tools like ServiceNow, and strong communication skills are required.
Full job description
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.
Your day at NTT DATA As a Collaboration Managed Services Engineer (L2) at NTT DATA, your day revolves around ensuring our clients' Collaboration and Communication systems function smoothly. You'll proactively monitor work queues, identify and investigate issues, and resolve technical incidents to maintain client satisfaction. Your role includes providing second-level support for incidents and requests of medium complexity, with a keen eye on preventing breaches of our service level agreements (SLAs).
You'll be responsible for capturing all required and relevant information for immediate resolution, communicating with other teams and clients for extended support, and ensuring continuous service by following through on shift handovers. Your ability to plan and execute standard 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.
Coaching and mentoring will become part of your daily routine as you help the L1 teams enhance their technical and behavioural skills. Establishing effective monitoring setups for client infrastructure, auditing and analysing incident/request tickets, and producing trend reports for automation opportunities are key Responsibilities. You'll also lead initial client escalations and ensure all changes are recorded and approved to maintain compliance and client satisfaction.
Your role doesn't stop at issue resolution; you'll also be identifying opportunities to optimize work processes and reduce incidents. Whether it's updating existing knowledge articles, creating new ones, or finding ways to automate routine tasks, you'll actively contribute to enhancing service delivery. Your ability to adapt to changing circumstances and keep a positive outlook will be key to your success.
To thrive in this role, you need to have:
A moderate knowledge of voice, video, and other collaboration modalities.
A moderate level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex. Or a moderate level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre.
A moderate level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies.
Experience in managed services and using ticketing tools, preferably ServiceNow.
The ability to communicate and work effectively across different cultures and social groups.
An ability to take technical command of complex Incidents, effectively communicating to a range or internal and external stakeholders.
Competence in planning activities and projects well in advance and adapting to changing circumstances.
The ability to maintain a positive outlook and work well under pressure.
Willingness to work extra hours when necessary.
Active listening skills: confirming understanding, probing for relevant information, and avoiding interruptions.
A focus on placing clients at the forefront of all interactions, ensuring a positive client experience.
A diploma, degree, or relevant qualification in IT/Computing, or equivalent work experience alongside relevant certifications.
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.
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.
Related keywords
Microsoft TeamsCisco WebexDynamics 365Genesys Pure CloudNice CX 1Cisco Webex Contact CentreCloud VoicePSTNSIPServiceNowManaged ServicesL2 SupportSLAIncident ManagementAutomationCollaboration Systems
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.
Offices: Tokyo, JP
CybersecurityManaged ServicesGlobal Data CentersCloud InfrastructureCloud CommunicationGlobal NetworksSecurityTransformaton and Platform ServicesICT Infraststructure ServicesGlobal Business
How many Software jobs are open in Shanghai, China right now?
There are currently 669 open software positions in Shanghai, China listed on Clera. New openings are added daily as companies post roles.
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Are there remote or hybrid Software jobs in Shanghai, China?
Yes — 122 of the 669 open software positions offer remote or hybrid work (21 remote, 101 hybrid).
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