Collaboration Managed Services Engineer (L2) with German

NTT DATA

Tecnología de la información

Madrid - Spanien

Project Manager Sénior / Especialista sénior

Híbrido

Experteer Overview

In this role you ensure clients’ Collaboration and Communication systems run smoothly. You provide second-level support for medium-complexity incidents and requests, aiming to meet SLAs and client satisfaction. You’ll capture essential details, coordinate with other teams, and manage shift handovers to sustain service continuity. You plan changes with risk mitigation and support automation initiatives with partners. Coaching L1 teams and monitoring infrastructure are also key parts of your impact. You contribute to ongoing process improvements and knowledge management.

Responsabilidades

Monitor queues, investigate issues and resolve incidents to uphold client SLAs
Provide second-level support for medium-complexity incidents and requests
Capture and share essential information for rapid resolution; communicate with internal teams and clients for extended support
Ensure smooth service continuity via thorough shift handovers
Plan standard requests and changes with risk identification and mitigation
Support automation initiatives with automation partners to optimize tasks
Coach and mentor L1 teams to improve technical and behavioral skills
Establish effective monitoring, audit and analyze incident/request tickets, and produce trend reports for automation opportunities
Lead initial client escalations and ensure all changes are recorded and approved for compliance
Identify opportunities to optimize processes and reduce incidents; contribute to knowledge articles and automation of routine tasks
Adapt to changing circumstances with a positive attitude and maintain client-centric focus
Willingness to work extra hours when necessary

Requisitos principales

Moderate knowledge of voice, video, and collaboration modalities
Moderate knowledge of Collaboration Applications such as Microsoft Teams and Cisco Webex, or moderate knowledge of contact centers like Dynamics 365, Genesys PureCloud, Nice CX 1, Cisco Webex Contact Centre
Moderate knowledge of Cloud Voice or other PSTN/SIP technologies
Experience in managed services and ticketing tools, preferably ServiceNow
Strong cross-cultural communication and ability to engage diverse stakeholders
Ability to take technical command of complex incidents and communicate with internal and external stakeholders
Competence in planning activities and adapting to changing circumstances
Positive, resilient under pressure with willingness to work extra hours
Active listening and client-focused approach
Diploma/degree or equivalent IT/Computing qualifications or certifications