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NTT DATA Logo NTT DATA · IT - Administration

MS Engineer (L3)

China, Shanghai · Job Posted June 15, 2026
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Job Description

As a Collaboration Managed Services Engineer (L3) at NTT DATA, you'll join our dynamic and inclusive team at the forefront of technical excellence and innovation. Your role involves proactively identifying and resolving technical incidents and problems, ensuring a seamless and impactful service experience for our clients every day.

Job Responsibility

  • Proactively identify and resolve technical incidents and problems
  • Manage complex support tickets and conduct advanced tasks
  • Maintain high service levels and meet SLA conditions by performing checks, applying monitoring tools, and responding to alerts
  • Analyse, assign, and escalate support calls to resolve issues before impact
  • Plan and execute requests and changes with risk identification and mitigation
  • Support automation initiatives
  • Provide onsite technical support and field engineering services
  • Engage in operational improvements, participate in product reviews, support optimization of work processes
  • Mentor and coach junior team members

Requirements

  • Experience in an engineering function within a medium to large ICT organization
  • Very good practical knowledge of Managed Services and ITIL processes
  • Advanced knowledge of voice, video, and other collaboration modalities
  • Advanced level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex, or advanced level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre
  • Advanced level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies
  • Experience in managed services and using ticketing tools, preferably ServiceNow
  • Ability to take technical command of complex Incident and Major Incident situations, effectively communicating to a range of internal and external stakeholders
  • Strong planning skills and capacity to adapt to changing circumstances
  • Positive outlook and resilience in a pressurized work environment
  • Excellent ability to communicate and work across different cultures and social groups
  • Active listening techniques, including paraphrasing and probing for relevant information
  • Client-centric approach, placing clients at the forefront of all interactions
  • Advanced diploma, degree, or relevant qualification in IT/Computing or equivalent work experience alongside relevant certifications
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