Make an Impact with NTT DATA
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About the Job
The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational. Through proactive monitoring, identifying, investigating, and resolving technical incidents and problems, this role aims to restore service to clients effectively. The primary objective is to review client requests or tickets proactively and apply technical and process knowledge to resolve them while adhering to service level agreements (SLA). This role focuses on second-line support for incidents and requests of medium complexity and may also contribute to or support project work as needed.
Key Responsibilities:
- Proactively monitor the work queues.
- Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Update tickets with resolution tasks performed.
- Identify, investigate, and analyze issues and errors, logging all incidents promptly.
- Capture all relevant information for immediate resolution.
- Provide second-level support, identifying the root cause of incidents and problems.
- Communicate with other teams and clients for support.
- Execute changes with an understanding of risks and mitigation plans.
- Follow the shift handover process, highlighting key tickets for the next shift.
- Escalate tickets to seek appropriate focus from the Center of Excellence (CoE) and management when necessary.
- Work with automation teams to optimize efforts and automate routine tasks.
- Collaborate with various resolver groups, both internal and external.
- Identify problems and errors before they impact client services.
- Assist L1 Security Engineers with better initial triage or troubleshooting.
- Manage initial client escalations for operational issues.
- Contribute to the change management process by logging change requests with complete details.
- Plan and execute approved maintenance activities.
- Audit and analyze incident and request tickets, recommending improvements.
- Produce trend analysis reports to identify automation tasks, reducing tickets and optimizing efforts.
- Support project work as required.
- Implement and deliver Disaster Recovery functions and tests.
- Perform other related tasks as required.
Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Strong planning skills with the ability to adapt to changing circumstances.
- Positive outlook and ability to work in a pressurized environment.
- Active listening skills and ability to understand client requirements.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or equivalent work experience).
- Relevant certifications. CCNA certification is a must; CCNP in Security or PCNSE certification is good to have.
Required Experience:
- Moderate level of relevant managed services experience handling Security Infrastructure.
- Moderate knowledge of ticketing tools, preferably ServiceNow.
- Familiarity with ITIL processes.
- Experience working with vendors and/or 3rd parties.
Workplace Type: Hybrid
Join our growing global team and accelerate your career with us. Apply today.
