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Collaboration Managed Services Engineer

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NTT DATA

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Location:
South Africa , Port Elizabeth

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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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 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, analyses issues and errors prior to or when they occur, and log 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 into the change record
  • Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift
  • Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
  • Works with automation teams for effort optimization and automating routine tasks
  • Coaches Service desk and L1 teams for technical and behavioral 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 by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
  • Ensures all changes are carried out with proper change approvals
  • Plans and executes approved maintenance activities
  • Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
  • Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
  • Performs any other related task as required

Requirements:

  • Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
  • MS-700/MS-720 or equivalent certification
  • Any other M365 Intermediate (Associate) Certification
  • Certifications relevant to the services provided
  • Moderate level of relevant managed services experience
  • Moderate level of knowledge in ticketing tools preferably Service Now
  • Good knowledge of voice, video and other collab modalities
  • Moderate level of experience working with vendors and/or 3rd parties

Additional Information:

Job Posted:
March 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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