MS Engineer (L3)

The Managed Services (MS) Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems. Through pre‑emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance, this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and to be responsible for managing tickets of high complexity, conducting advanced and complicated tasks, and providing resolution to a diverse range of complex problems. Key Responsibilities Perform necessary checks, apply monitoring tools, and respond to alerts. Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail. Assist in analyzing, assigning, and escalating support calls. Investigate third‑line support calls assigned and identify the root cause of incidents and problems. Report and, if necessary, escalates issues to third‑party vendors. Provide onsite technical support to clients and field engineering services to clients. Conduct a monthly random review of incidents and service requests, analyze and recommend improvements in quality. Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company. Proactively identify opportunities for work optimization, including opportunities for automation of work. Perform any other related task as required. Handle L3 escalation support. Manage major incident management. Execute root cause analysis. Perform problem management. Execute change management. Communicate with customers. Manage vendor relationships. Mentor junior engineers. Knowledge and Attributes Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance, and to take into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understand their requirements, and create a positive client experience throughout the total client journey. Academic Qualifications and Certifications Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience). Cisco CCNP Collaboration or equivalent certification. M365 Expert / Intermediate (Associate) Certifications. Genesys Cloud: Professional Certification (GC‑GCP). NICE Certified Implementation Engineer (CXone ACD/IVR). Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role). Required Experience Seasoned experience required in Engineering function within a medium to large ICT organization. 7+ years experience supporting enterprise Collaboration and Contact Centre environments. Seasoned experience of Managed Services. Excellent working knowledge of ITIL processes. Seasoned experience working with vendors and/or 3rd parties. Excellent knowledge of voice, video and other collab modalities: Cisco CUCM, Unity Connection, Cisco CUBE, SIP Trunks, Expressway. Microsoft Teams Voice, Teams Direct Routing. AudioCodes SBC, Oracle SBC. Genesys Cloud. NICE CXone. VoIP protocols (SIP / RTP / TLS), QoS. Packet capture analysis. VMware, Azure fundamentals. Workplace Type On‑site Working Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. #J-18808-Ljbffr