Business Consulting-Unified Communications Service Operations L2 / L3 Engineer

Req ID: 338473 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Business Consulting-Unified Communications Service Operations L2 / L3 Engineer to join our team in Pune, Mahārāshtra (IN-MH), India (IN).

Job Title: Unified Communications Service Operations L2 / L3 Engineer

Role Description

Part of End User Computing, the Collaboration Team provide the services and platforms associated to the Microsoft 365 environment. Platforms include, MS Teams, O365, SharePoint Online and One Drive.

We are seeking a skilled and motivated Unified Communications Service Operations L2 / L3 Engineer, possessing strong administrative/operational experience in Microsoft Teams, SBC, telephony and video related products, who would be mostly focused on implementation of the Teams Phone Mobile solution for Deutsche Bank, but will also cover a range of SRE duties across other applications and technologies. Requirements vary by country and are key to satisfy our business goals.

The successful candidate must be an experienced Site Reliability Engineer (SRE) with a minimum of 3-5 years’ experience working on MS Teams, specifically around Teams Phone Systems and Compliance Recording.

Key Responsibilities:

• UAT and implement Microsoft Teams Phone Mobile solution in alignment with the MS Teams Product Management objectives, as well as business and technical requirements
• Employ a range of techniques to analyse problems and evaluate multiple solutions against engineering, business & strategic criteria
• Troubleshoot solutions using common patterns with a range of tools & techniques
• Conduct thorough testing and validation of voice functionality related to the Teams Phone Mobile, ensuring consistency and feature parity between different service providers
• Improve delivery standards, working practices, tools & solutions and driving adoption of automation tools
• Collaborate closely with internal teams, preferred Mobile carriers, and stakeholders, to ensure seamless project delivery throughout
• Troubleshoot complex technical issues with Mobile carriers and internal teams, providing timely response and resolution
• Ensure solution compliance with organisational policies and regulatory requirements, related to deployment location, including roaming
• Create and maintain operational documentation, including operational runbooks and guidelines, change related documentation and other supporting documents
• Monitor system performance and user experience, to optimise the service, where possible
• Identify, assess and report on issues and potential risk events within solutions
• Prepare root cause analysis and prepare incident reports for production incidents and lead remediation
• Troubleshooting and resolution of issues with the Unified Communications platforms, supporting services and dependencies
• Performing security administration tasks, such as certificate renewals, on a periodic basis in line with agreed service levels
• Performing disaster recovery testing on a periodic basis in line with agreed service levels
• Patching, maintenance and remediation on the Unified Communications platforms and supporting services
• Providing efficient, effective and timely support to compliance and legal on surveillance activities and data discovery requests and investigations
• Ensuring production installations of the platforms and additional components are compliant with the bank’s information security standards
• Providing support of release of changes into the production environment for managing and improving the operational run books and supporting documentation
• Support Teams Engineering and Product Teams with change management and user migration and adoption

Skills & Qualifications:

• Building on a very strong technical knowledge in the aforementioned areas, the candidate must have strong support/troubleshooting skills, operate on their own accord, and work together in a global team with a strong worth ethic and communication skills
• Demonstrable experience in upgrading, installing, configuring and supporting Microsoft Teams large scale deployments and related capabilities such as Session Border Controllers, Avaya Enterprise Voice and Cisco Unified Communications products
• Microsoft Teams Phone System (Direct Routing, Calling Plans and Operator Connect)
• Advanced Level of PowerShell scripting to automate common tasks
• Demonstrable experience in playing leading role in a global level 3 or similar team and working within an ITIL or similar process
• Must have diverse technical background with experience on multiple technologies including a knowledge of H323 / SIP, AD, LDAP, XMPP, networking protocols and associated services.
• Knowledge of instant messaging, voice and video protocols ideally including PBX, ACD, CTI, IVR and VoIP
• Understanding and experience on Azure & Microsoft 365, one or combination of following formal accreditations:
  • Microsoft 365 Certified: Teams Administrator Associate.
  • Microsoft 365 Certified: Teams Support Engineer Associate.
  • Microsoft 365 Certified: Teamwork Administrator Associate.
• Strong career interest with a focus on professional improvement focused on Unified Communications technologies
• Comfortable working in a team with a diverse skill set, location and culture across different countries
• Must be adaptable and quickly understand the new technologies / emerging markets
• Excellent communication skills, with the ability to listen, understand and present clear solutions to problems
• Proven track record in problem solving, within a medium to large enterprise environment
• The candidate will operate within a team for supporting the Global On-Call rota, facilitate weekend changes, and remote support where required
• English written and verbal skills are mandatory with German written and verbal skills are dded benefit
• Analytical thinker experienced in a range of problem-solving techniques & approaches
• Team player who shares and collaborates, a keen listener and quick learner
• Enables experimentation and fast learning approaches to creating business solutions

Nice to have:

• Video Interoperability
• Understanding of the agile project delivery frameworks
• Experience with NICE NTR-X compliance recording platform
• PowerShell, Python, MSPL Scripting
• Understanding of monitoring systems (Tivoli, Netcool, SCOM 2007/2012, Nectar etc.)
• Knowledge of regulatory requirements in financial services industry
• Experience in messaging archiving products and eDiscovery tools
• Experience on ServiceNow

#LI-NorthAmerica

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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