Managed Services Engineer Level 3

About NTT DATA

NTT DATA is a global technology and business services leader with over $30 billion in revenue, serving 75% of the Fortune Global 100. We're recognized for driving innovation and delivering enterprise-grade AI, cloud, security, connectivity, and application services. Operating in more than 70 countries, we foster a diverse and inclusive workplace enabling employees to grow and thrive. We invest heavily in R&D and maintain a broad innovation ecosystem.

Role Overview

The Managed Services (MS) Engineer Level 3 is an experienced engineering role centered on delivering managed services to clients. This position involves proactively detecting and resolving technical issues to ensure high service quality, with a focus on preventing SLA breaches. It requires managing complex tickets, performing advanced technical tasks, and resolving diverse complex problems while mentoring junior team members.

Key Responsibilities

• Utilize monitoring tools, perform necessary checks, and respond promptly to alerts.
• Detect and log technical incidents and errors accurately and promptly.
• Support call analysis, assignment, and escalation handling.
• Investigate third-line support calls to determine root causes.
• Coordinate with third-party vendors when needed to resolve issues.
• Provide onsite and field engineering support to clients.
• Conduct monthly random reviews of incidents and service requests to identify and recommend quality improvements.
• Communicate regularly with clients and relevant parties, maintaining detailed system records as required.
• Identify automation and workflow optimization opportunities proactively.
• Handle escalation support at Level 3 and manage major incident response.
• Conduct Root Cause Analysis, Problem and Change Management.
• Maintain effective customer communications and vendor management.
• Mentor and support the growth of junior engineers.

Required Attributes

• Cross-cultural communication skills and ability to work with diverse groups.
• Effective project and activity planning taking changing circumstances into account.
• Maintaining a positive attitude under pressure and putting in additional efforts as needed.
• Applying active listening techniques during client interactions.
• Adaptability in dynamic environments and client-focused mindset.

Qualifications and Certifications

• Advanced diploma, degree, or equivalent experience in IT or computing.
• Relevant certifications including NICE Certified Implementation Engineer (CXone ACD/IVR), Genesys Cloud Professional (GC-GCP), Cisco CCNP Collaboration or equivalent, and Microsoft 365 Teams Administrator Associate.
• Additional relevant service certifications are valued.

Experience Requirements

• Over seven years in an engineering role within medium to large ICT organizations.
• Extensive experience supporting enterprise collaboration and contact center platforms.
• Proven Managed Services expertise.
• Strong working knowledge of ITIL processes.
• Experience collaborating with vendors and third-party providers.
• Deep understanding of voice, video, and collaboration technologies including Cisco CUCM, Unity Connection, Cisco CUBE, SIP Trunks, Expressway, Microsoft Teams Voice and Direct Routing, AudioCodes SBC.
• In-depth knowledge of Genesys Cloud and NICE CXone platforms.
• Proficient with VoIP protocols (SIP, RTP, TLS), QoS, and packet capture analysis.

Work Environment

This role requires onsite presence in Wellington, New Zealand.

Equal Opportunity

NTT DATA is committed to an inclusive and discrimination-free workplace embracing diversity across all protected categories. We encourage all qualified candidates to apply.

Fraud Warning

Be aware of fraudulent parties posing as NTT DATA recruiters. Official communications come only from an @nttdata.com email address, and no payments or banking information requests are made during recruitment.