Dimension Data

2 weeks ago

Collaboration Managed Services Engineer (L4)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Provide senior managed services support for client voice, collaboration, and contact center infrastructure. Proactively monitor queues, investigate and resolve escalated technical incidents within SLA, identify root causes, and coordinate with engineering, operations, and client teams. Serve as a subject matter expert in cloud voice technologies (IP/VoIP/SBC/carriers), plus secondary expertise in MS Teams or Cisco UC or contact center platforms. Document resolutions, perform knowledge sharing, run quality audits, and support change implementation and automation initiatives.

Location: Anywhere

Workplace: Onsite

Employment Type: Full time

Job Function: Laboratory & Clinical Operations

Key Responsibilities

•Proactively monitor work queues and provide senior support for highly technical escalated incidents and requests to resolve within SLA.
•Investigate, analyze, and resolve complex technical problems, identify root causes, and respond when third-line engineering cannot fix issues.
•Provide consistent ticket updates, capture required information for immediate resolution, and document resolutions and knowledge to push work down to other engineers.
•Support and track change implementations, manage emergency support for critical client/business-impacting issues, and coordinate shift handovers for open escalated tickets.
•Coach Service Desk, Operations Center, and L3 teams with technical expertise; perform quality audits and collaborate with automation teams to optimize and automate routine tasks.

Key Requirements

•Advanced Managed Services experience with strong understanding of IT service management and incident/request handling.
•Strong technical skills in SIP, VoIP, and Session Border Controllers (SBCs), including experience with PSTN telco carriers.
•Experience using ticketing tools, preferably ServiceNow, and handling complex escalated incidents within agreed SLAs.
•Track record of shift-left work management and working across large global enterprise client outsourcing engagements.
•Advanced degree or relevant IT/Computing qualification (or equivalent experience), with relevant voice/collaboration certifications (including CCIE).

Experience:Managed servicesEnterprise outsourcingIT service management

Education:Master's

Skills:Client service orientationWritten communicationVerbal communicationActive listeningWork well under pressure

Certifications:CCIEM365 Expert

Tech Stack:SIPVoIPSession Border Controllers (SBCs)IPSBCsCarrier technologyMS TeamsMicrosoft TeamsCisco UCCisco WebExGenesys Pure CloudServiceNowPSTNOperator ConnectMedia GatewaysCall RecordingESIMCall quality metricsCall flowsAuto attendants

Company Brief

Dimension Data

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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Dimension Data

2 weeks ago

Collaboration Managed Services Engineer (L4)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Anywhere

Workplace: Onsite

Employment Type: Full time

Job Function: Laboratory & Clinical Operations

Key Responsibilities

•Proactively monitor work queues and provide senior support for highly technical escalated incidents and requests to resolve within SLA.
•Investigate, analyze, and resolve complex technical problems, identify root causes, and respond when third-line engineering cannot fix issues.
•Provide consistent ticket updates, capture required information for immediate resolution, and document resolutions and knowledge to push work down to other engineers.
•Support and track change implementations, manage emergency support for critical client/business-impacting issues, and coordinate shift handovers for open escalated tickets.
•Coach Service Desk, Operations Center, and L3 teams with technical expertise; perform quality audits and collaborate with automation teams to optimize and automate routine tasks.

Key Requirements

•Advanced Managed Services experience with strong understanding of IT service management and incident/request handling.
•Strong technical skills in SIP, VoIP, and Session Border Controllers (SBCs), including experience with PSTN telco carriers.
•Experience using ticketing tools, preferably ServiceNow, and handling complex escalated incidents within agreed SLAs.
•Track record of shift-left work management and working across large global enterprise client outsourcing engagements.
•Advanced degree or relevant IT/Computing qualification (or equivalent experience), with relevant voice/collaboration certifications (including CCIE).

Experience:Managed servicesEnterprise outsourcingIT service management

Education:Master's

Skills:Client service orientationWritten communicationVerbal communicationActive listeningWork well under pressure

Certifications:CCIEM365 Expert

Company Brief

Dimension Data

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn