NTT

2 months ago

ITO Engineer-9

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Ensure clients’ collaboration and communication systems run smoothly as an L2 managed services engineer. Monitor work queues, investigate and resolve medium-complexity incidents and requests, capture details for resolution, and coordinate with teams/stakeholders to maintain SLAs. Plan and execute standard changes with risk/mitigation, support automation initiatives, and produce trend reports. Coach L1 teams, manage shift handovers, and lead initial client escalations while documenting and approving changes.

Location: Shanghai

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Proactively monitor work queues, investigate issues, and resolve medium-complexity incidents/requests to maintain SLAs.
•Capture relevant information for immediate resolution and coordinate with other teams/clients for extended support.
•Plan and execute standard requests and changes, identifying risks and mitigation plans; ensure compliance via recorded and approved changes.
•Support automation initiatives with automation partners, including auditing incident/request tickets and producing trend reports.
•Coach and mentor L1 teams, establish monitoring setups, follow shift handovers for continuous service, and lead initial client escalations.

Key Requirements

•Moderate knowledge of voice, video, and other collaboration modalities.
•Moderate knowledge of collaboration applications (Microsoft Teams, Cisco Webex) or contact center platforms (Dynamics 365, Genesys PureCloud, Nice CX1, Cisco Webex Contact Centre).
•Moderate knowledge of Cloud Voice or carrier-based PSTN/SIP technologies.
•Experience in managed services with ticketing tools, preferably ServiceNow.
•Ability to communicate effectively across cultures and take technical command of complex incidents with clear stakeholder communication.

Experience:Managed services

Skills:CommunicationStakeholder managementActive listeningClient focusWorking under pressure

Tech Stack:Microsoft TeamsCisco WebexDynamics 365Genesys PureCloudNice CX 1Cisco Webex Contact CentreCloud VoicePSTNSIPServiceNowTicketing tools

Company Brief

NTT

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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NTT