Collaboration Managed Services Engineer (L4)

Dimension Data
Anywhere
Workplace: OnsiteFull timeFunction: Laboratory & Clinical OperationsEducation: mastersSkills: ["Client service orientation","Written communication","Verbal communication","Active listening","Work well under pressure"]

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.

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FursaFursa
Dimension Data
Dimension Data
2 months ago

Collaboration Managed Services Engineer (L4)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 days 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
WebsiteLinkedIn