CrawlJobs Logo
NTT DATA Logo NTT DATA · IT - Administration

Collaboration Managed Services Engineer (L2)

China, Shanghai · Job Posted May 29, 2026
Apply Position
Job Link Share

Job Description

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).

Job Responsibility

  • Proactively monitor work queues, identify and investigate issues, and resolve technical incidents to maintain client satisfaction
  • Provide second-level support for incidents and requests of medium complexity
  • Capture all required and relevant information for immediate resolution
  • Communicate with other teams and clients for extended support
  • Ensure continuous service by following through on shift handovers
  • Plan and execute standard requests and changes with clear identification of risks and mitigation plans
  • Support automation initiatives by working with our automation partners to optimize efforts and automate routine tasks
  • Coach and mentor L1 teams to enhance their technical and behavioural skills
  • Establish effective monitoring setups for client infrastructure
  • Audit and analyse incident/request tickets and produce trend reports for automation opportunities
  • Lead initial client escalations
  • Ensure all changes are recorded and approved to maintain compliance and client satisfaction
  • Identify opportunities to optimize work processes and reduce incidents
  • Update existing knowledge articles, create new ones, and find ways to automate routine tasks

Requirements

  • 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
NTT DATA - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Collaboration Managed Services Engineer (L2)

8 matching positions

Managed Services Engineer (L2)-Eus

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Pune
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience
Job Responsibility
Job Responsibility
  • Managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken
  • Identifying, analysing, and logging issues before they escalate
  • Collaborating closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution
  • Executing changes meticulously, understanding and mitigating risks, and contributing to the change management process with detailed documentation
  • Auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency
  • Handling client escalations with professionalism and assisting in disaster recovery functions and tests when necessary
  • Helping drive the optimization of efforts by working with automation teams and supporting L1 Engineers
  • Contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations
  • Fulltime
Read More
Arrow Right

Cross Technology Managed Services Engineer (L2)

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience
Job Responsibility
Job Responsibility
  • Manage work queues, address incidents and requests within agreed SLAs, and update tickets with actions taken
  • Identify, analyze, and log issues before they escalate
  • Collaborate closely with other teams and clients to provide second-level support
  • Execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation
  • Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation
  • Handle client escalations with professionalism
  • Assist in disaster recovery functions and tests when necessary
  • Help drive optimization of efforts by working with automation teams and supporting L1 Engineers
  • Contribute to various projects, ensuring all changes are approved
  • Fulltime
Read More
Arrow Right

Networking Managed Services Engineer (L2)

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a dev...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools
  • At least one technical certification in the above-mentioned technologies
  • Strong planning skills, with the ability to anticipate and adapt to changing circumstances
  • Adaptability and resilience in a dynamic work environment
  • Ability to communicate and work effectively across different cultures and social groups
  • Proficiency in active listening and client-centric communication
  • A positive outlook and the ability to work well under pressure
  • A client-first attitude, always seeking to create positive client experiences
  • A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience
Job Responsibility
Job Responsibility
  • Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • Working closely with clients and internal teams to ensure services are restored swiftly in line with SLAs
  • Reviewing client requests and tickets and applying technical expertise to resolve them
  • Handling incidents and requests of medium complexity as second-line support
  • Contributing to project work
  • Proactively monitoring work queues, executing operational tasks, and updating tickets
  • Identifying, analyzing, and logging issues before they escalate
  • Communicating with other teams and clients to provide support and ensure changes are executed with risk identification and mitigation plans
  • Highlighting key tickets and upcoming critical tasks during shift handover
  • Escalating tickets to Centres of Excellence (CoE) and other teams
  • Fulltime
Read More
Arrow Right

Cross Technology Managed Services Engineer (L2)

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience
Job Responsibility
Job Responsibility
  • Managing work queues
  • Addressing incidents and requests within agreed SLAs
  • Updating tickets with actions taken
  • Identifying, analyzing, and logging issues before escalation
  • Collaborating with other teams and clients to provide second-level support
  • Executing changes meticulously and contributing to the change management process
  • Auditing incident and request tickets for quality
  • Recommending improvements
  • Identifying tasks for automation
  • Handling client escalations
  • Fulltime
Read More
Arrow Right

Cross Technology Managed Services Engineer (L2)

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
Malaysia , Petaling Jaya
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience
Job Responsibility
Job Responsibility
  • Managing work queues
  • Addressing incidents and requests within agreed SLAs
  • Updating tickets with actions taken
  • Identifying, analysing, and logging issues before escalation
  • Collaborating with other teams and clients to provide second-level support
  • Executing changes meticulously, understanding and mitigating risks
  • Contributing to the change management process with detailed documentation
  • Auditing incident and request tickets for quality
  • Recommending improvements
  • Identifying tasks for automation
  • Fulltime
Read More
Arrow Right

Networking Managed Services Engineer (L2)

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a dev...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools
  • At least one technical certification in the above-mentioned technologies
  • Strong planning skills, with the ability to anticipate and adapt to changing circumstances
  • Adaptability and resilience in a dynamic work environment
  • Ability to communicate and work effectively across different cultures and social groups
  • Proficiency in active listening and client-centric communication
  • A positive outlook and the ability to work well under pressure
  • A client-first attitude, always seeking to create positive client experiences
  • A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience
Job Responsibility
Job Responsibility
  • Ensure clients' IT infrastructure and systems remain operational
  • Proactively monitor, identify, investigate, and resolve technical incidents and problems
  • Work closely with clients and internal teams to ensure services are restored swiftly in line with SLAs
  • Review client requests and tickets, applying technical expertise to resolve them
  • Handle second-line support for incidents and requests of medium complexity
  • Contribute to project work
  • Proactively monitor work queues, execute operational tasks, and update tickets
  • Identify, analyze, and log issues before they escalate
  • Communicate with other teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans
  • Highlight key tickets and upcoming critical tasks during shift handover
  • Fulltime
Read More
Arrow Right

Cross Technology Managed Services Engineer (L2)

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience
Job Responsibility
Job Responsibility
  • Manage work queues, address incidents and requests within agreed SLAs, and update tickets with actions taken
  • Identify, analyze, and log issues before escalation
  • Collaborate with teams and clients to provide second-level support
  • Execute changes, understand and mitigate risks, and contribute to change management with documentation
  • Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation
  • Handle client escalations with professionalism
  • Assist in disaster recovery functions and tests
  • Drive optimization of efforts with automation teams and support L1 Engineers
  • Contribute to projects, ensure changes are approved, and maintain positive outlook under pressure
  • Fulltime
Read More
Arrow Right

Managed Services Engineer (L2)-EUS

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Pune
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience.
Job Responsibility
Job Responsibility
  • Managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken
  • Identifying, analysing, and logging issues before they escalate
  • Collaborating closely with other teams and clients to provide second-level support
  • Executing changes meticulously, understanding and mitigating risks, and contributing to the change management process with detailed documentation
  • Auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency
  • Handling client escalations with professionalism and assisting in disaster recovery functions and tests when necessary
  • Driving the optimization of efforts by working with automation teams and supporting L1 Engineers
  • Contributing to various projects, ensuring that all changes are approved.
  • Fulltime
Read More
Arrow Right