Collaboration Managed Services Engineer

• Proactively monitors the work queues
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and logs all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second-level support to all incidents, requests, and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured in the change record
• Follows the shift handover process
• Escalates all tickets to seek the right focus from CoE and other teams
• Works with automation teams for effort optimization and automating routine tasks
• Coaches Service Desk and L1 teams for technical and behavioural skills
• Establishes monitoring for client infrastructure
• Identifies problems and errors before they impact a client’s service
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process
• Ensures all changes are carried out with proper change approvals
• Plans and executes approved maintenance activities
• Audits and analyzes incidents and requests tickets for quality and recommends improvements
• Produces trend analysis reports for identifying tasks for automation

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• German Language to B2 level
• Microsoft Teams Level 2 Engineering experience – Typical certs: MS900, MS720, and MS721 Certs
• SBC and Gateway technology, such as AudioCodes – including certs ideally
• Good understanding of SIP Voice technologies – including Microsoft Operator Connect
• CCNP or equivalent certification
• M365 Intermediate (Associate) Certs
• Moderate years of relevant managed services experience
• Moderate level knowledge in ticketing tools, preferably Service Now
• Good knowledge of voice, video, and other collab modalities
• Good experience working with vendors and/or 3rd parties

Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

• Workplace embraces diversity and inclusion
• A place where you can grow, belong and thrive
• Global culture that embraces diversity
• Environment free of unfair discrimination and harassment