MS Collaboration Engineer Level 2

**Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** As a Collaboration Managed Services Engineer (L2\) at NTT DATA, your day revolves around ensuring our clients' Collaboration and Communication systems function smoothly. You'll proactively monitor work queues, identify and investigate issues, and resolve technical incidents to maintain client satisfaction. Your role includes providing second\-level support for incidents and requests of medium complexity, with a keen eye on preventing breaches of our service level agreements (SLAs). You'll be responsible for capturing all required and relevant information for immediate resolution, communicating with other teams and clients for extended support, and ensuring continuous service by following through on shift handovers. Your ability to plan and execute standard requests and changes with clear identification of risks and mitigation plans will be crucial. You will also support automation initiatives by working with our automation partners to optimize efforts and automate routine tasks. Coaching and mentoring will become part of your daily routine as you help the L1 teams enhance their technical and behavioural skills. Establishing effective monitoring setups for client infrastructure, auditing and analysing incident/request tickets, and producing trend reports for automation opportunities are key Responsibilities. You'll also lead initial client escalations and ensure all changes are recorded and approved to maintain compliance and client satisfaction. Your role doesn't stop at issue resolution; you'll also be identifying opportunities to optimize work processes and reduce incidents. Whether it's updating existing knowledge articles, creating new ones, or finding ways to automate routine tasks, you'll actively contribute to enhancing service delivery. Your ability to adapt to changing circumstances and keep a positive outlook will be key to your success. **Key Responsibilities:** * Proactively monitors the work queues. * Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. * Updates tickets with resolution tasks performed. * Identifies, investigates, analyses issues and errors prior to or when they occur, and log all such incidents in a timely manner. * Captures all required and relevant information for immediate resolution. * Provides second level support to all incidents, requests and identifies the root cause of incidents and problems. * Communicates with other teams and clients for extending support. * Executes changes with clear identification of risks and mitigation plans to be captured into the change record. * Follows the shift handover process...