Collaboration Service Delivery Expert

1 month ago

Singapore NTT DATA Full time
Job Title

Collaboration Service Delivery Expert

About the Role

This is a seasoned engineering position that provides professional third-line remote and onsite technical support and field engineering services to clients by proactively identifying and resolving technical incidents and problems.

Key Responsibilities:
  • Configure, install, test, and operate assigned infrastructure at client sites.
  • Install and configure software according to client requirements.
  • Proactively identify problems and log incidents in a timely manner with required detail.
  • Liaise with stakeholders to expedite diagnosis and resolution of errors and problems.
  • Investigate third-line support calls and identify root causes following knowledge articles.
  • Respond to and diagnose alerts, escalating to L4 Field Engineer when unable to resolve within stipulated time.
  • Update incidents with progress and resolution details in a timely manner using required platform.
  • Efficiently and comprehensively resolve incidents and requests.
  • Apply tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
  • Investigate problems in systems, processes, and services, and assist with implementation of agreed remedies and preventative measures.
  • Provide third-line remote and onsite technical support to clients.
  • Provide third-line field engineering services to clients.
  • Report and escalate issues to 3rd party vendors if necessary.
  • Follow handover procedures for shift changes to ensure service continuity.
  • Create work instructions to resolve incidents as required.
  • Create knowledge articles and work instructions for usage in incident diagnosis and resolution.
Knowledge and Attributes:
  • Excellent communication skills, both verbal and written.
  • Ability to plan activities and projects well in advance and 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 it is 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 client at forefront of all interactions, understanding their requirements, and creating a positive client experience throughout total client journey.
Academic Qualifications and Certifications:
  • Bachelor's degree or equivalent in Information Technology or Computing or related field.
  • Relevant Collaboration technology certifications such as Valid CCNP Collaboration Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; Valid Webex Calling & Webex Contact Centre certification advantageous.
Required Experience:
  • Seasoned experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
  • Seasoned experience in technical support to clients.
  • Seasoned experience in diagnosis and troubleshooting.
  • Seasoned experience providing remote support in Collaboration technologies.
  • Seasoned experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling & Webex Contact Center etc.).
  • Solid knowledge of Network routing and switching.
Salary and Benefits:

The estimated annual salary for this position is $85,000-$120,000 based on location and industry standards.

About NTT DATA

NTT DATA is a trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

We have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity.

We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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