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 requirementsEmploy a range of techniques to analyse problems and evaluate multiple solutions against engineering, business & strategic criteriaTroubleshoot solutions using common patterns with a range of tools & techniquesConduct thorough testing and validation of voice functionality related to the Teams Phone Mobile, ensuring consistency and feature parity between different service providersImprove delivery standards, working practices, tools & solutions and driving adoption of automation toolsCollaborate closely with internal teams, preferred Mobile carriers, and stakeholders, to ensure seamless project delivery throughoutTroubleshoot complex technical issues with Mobile carriers and internal teams, providing timely response and resolutionEnsure solution compliance with organisational policies and regulatory requirements, related to deployment location, including roamingCreate and maintain operational documentation, including operational runbooks and guidelines, change related documentation and other supporting documentsMonitor system performance and user experience, to optimise the service, where possibleIdentify, assess and report on issues and potential risk events within solutionsPrepare root cause analysis and prepare incident reports for production incidents and lead remediationTroubleshooting and resolution of issues with the Unified Communications platforms, supporting services and dependenciesPerforming security administration tasks, such as certificate renewals, on a periodic basis in line with agreed service levelsPerforming disaster recovery testing on a periodic basis in line with agreed service levelsPatching, maintenance and remediation on the Unified Communications platforms and supporting servicesProviding efficient, effective and timely support to compliance and legal on surveillance activities and data discovery requests and investigationsEnsuring production installations of the platforms and additional components are compliant with the bank’s information security standardsProviding support of release of changes into the production environment for managing and improving the operational run books and supporting documentationSupport 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 skillsDemonstrable 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 productsMicrosoft Teams Phone System (Direct Routing, Calling Plans and Operator Connect)Advanced Level of PowerShell scripting to automate common tasksDemonstrable experience in playing leading role in a global level 3 or similar team and working within an ITIL or similar processMust 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 VoIPUnderstanding 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 technologiesComfortable working in a team with a diverse skill set, location and culture across different countriesMust be adaptable and quickly understand the new technologies / emerging marketsExcellent communication skills, with the ability to listen, understand and present clear solutions to problemsProven track record in problem solving, within a medium to large enterprise environmentThe candidate will operate within a team for supporting the Global On-Call rota, facilitate weekend changes, and remote support where requiredEnglish written and verbal skills are mandatory with German written and verbal skills are dded benefitAnalytical thinker experienced in a range of problem-solving techniques & approachesTeam 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 InteroperabilityUnderstanding of the agile project delivery frameworksExperience with NICE NTR-X compliance recording platformPowerShell, Python, MSPL ScriptingUnderstanding of monitoring systems (Tivoli, Netcool, SCOM 2007/2012, Nectar etc.)Knowledge of regulatory requirements in financial services industryExperience in messaging archiving products and eDiscovery toolsExperience on ServiceNow
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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
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