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NTT DATA Logo NTT DATA · IT - Administration

Collaboration Managed Services Engineer (L2)

China, Shanghai · Job Posted May 29, 2026
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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
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