Collaboration Managed Services Engineer (L4)

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive. Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team. Your day at NTT DATA As a Collaboration Managed Services Engineer (L4) at NTT DATA, you will play a pivotal role in ensuring that our clients' IT infrastructure and systems remain operational. In this advanced engineering role, you'll oversee, monitor, investigate, and resolve escalated technical incidents, proactively manage client requests, and apply technical process knowledge to deliver immediate resolutions, all while maintaining critical service level agreements (SLAs). You will be actively engaged in monitoring work queues and providing high-level technical support. Your work will involve identifying, investigating, and analysing issues and errors before they occur, logging all incidents promptly, and capturing all necessary information for swift resolution. You will provide fourth-level support, tackling escalated incidents and requests that third-line engineer teams are unable to resolve. Collaboration and knowledge-sharing are integral to your role. You'll work closely with other teams and clients, not only extending support but also documenting and disseminating knowledge to enhance problem resolution processes across the board. You will act as an emergency support contact for critical client and business-impacting issues, ensuring smooth shift handovers and timely escalations to management when needed. In addition to troubleshooting, you will support, track, and document change implementation, contributing to efficiency optimization and automation of routine tasks. By gathering relevant information and utilizing advanced troubleshooting tools, you'll resolve complex issues in unique client environments. You will also mentor Service desk, Operations Centre, and L3 teams, performing quality audits and driving continuous improvement. To thrive in this role, you need to have: Deep technical skills in relevant functions with a passion for exceeding client expectations. Advanced proficiency in change management processes with the ability to plan, monitor, and execute changes effectively. Extensive experience in advanced Managed Services, ticketing tools (preferably ServiceNow), and large Global Enterprise client outsourcing projects. Comprehensive understanding of IT industry standards for service management and emerging technology trends impacting IT operations. Excellent written and verbal communication skills, capable of working across different cultures and social groups. Strong ability to plan activities and projects in advance, adapting to changing circumstances with a positive outlook. Ability to thrive in a high-pressure environment, working long hours when necessary to achieve results. Active listening techniques and a client-first approach to create a positive client experience. An advanced degree or relevant qualification in IT/Computing, with a preference for a master's in computer science or equivalent. Advanced certifications relevant to the partner collaboration tools supported. We are committed to providing an environment free of unfair discrimination and harassment. Accelerate your career with us. Apply today Your career here is about believing in yourself and taking on great opportunities and new challenges. It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.