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NTT DATA Logo NTT DATA · IT - Administration

Voice Collaboration Managed Service Engineer

India · Job Posted January 29, 2026
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Job Description

The Collaboration Managed Services Engineer(L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their voice, collaboration and or contact centre infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients. The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). This role focuses on senior support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client. Primarily a Subject Matter Expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technology, etc.) and secondary an expert in either MS-Teams, Cisco UC (CCA, Teams, etc.), or contact centre, and to provide daily technical support to clients on these services.

Job Responsibility

  • Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
  • Provides timely and consistent updates of tickets with resolution tasks performed
  • Proactively 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 forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems
  • Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers
  • Communicates with other teams and clients for extending support
  • Acts as emergency support contact as needed, for critical client and business-impacting issues
  • Ensures that the shift handover process highlight any key escalated open tickets
  • Supports, tracks, and documents change implementation
  • Provides timely escalation of all tickets to management with ensuing updates
  • Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks
  • Systematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools
  • Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
  • Coaches Service Desk, Operations Center, and L3 teams offering technical expertise and pushing work down to other engineering teams
  • Performs quality audits, covering process, service experience, ticket updates, etc as required

Requirements

  • Advanced degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
  • IP, VoIP, Session Border Controllers (SBCs), Carrier technology experience and certifications
  • CCIE Certification or equivalent
  • M365 Expert Certs
  • Advanced Managed Services experience
  • Strong knowledge of SIP, VoIP and Session Border Controllers (SBCs)
  • Experience of working with PSTN Telco Carriers
  • Advanced knowledge and experience in ticketing tools, preferably Service Now
  • Worked in multiple large Global Enterprise client outsourcing projects
  • Track record of effective shift left work management skills
  • Advanced experience and understanding of the IT industry and standards for IT service management
  • Advanced experience across Emerging technology and trends impacting IT operations including Ai Technologies

Nice to have

  • Preference is a Masters in Computer Science or equivalent
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
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Expiration Date
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  • Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
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