About the job
Join NTT DATA, a company pushing the boundaries of what is possible in the IT Services and IT Consulting sector. As a SOC Analyst (L2), you will play a vital role in ensuring the operational efficiency of our clients' Security Infrastructures and systems. This developing engineering position focuses on proactive monitoring, identifying, investigating, and resolving technical incidents and problems to restore service to clients promptly. You will be responsible for managing requests and incidents of medium complexity, all while adhering to Service Level Agreements (SLA).
Day-to-day responsibilities
- Proactively monitoring operational work queues and resolving incidents/requests in a timely manner.
- Updating tickets with detailed resolution tasks and logging incidents promptly.
- Providing second-level support and identifying root causes of incidents and problems.
- Collaborating with other teams and clients to extend support as necessary.
- Executing changes with clear risk identification and mitigation plans.
- Following the shift handover process, highlighting key tickets for focus in subsequent shifts.
- Escalating tickets as needed to ensure appropriate focus from the Center of Expertise (CoE) and management.
- Working with automation teams to optimize efforts and automate routine tasks.
Additional responsibilities
- Assisting L1 Security Engineers in initial triage and troubleshooting.
- Leading client escalations for operational issues.
- Contributing to the change management process.
- Conducting regular audits and analyses of incident and request tickets to recommend improvements and produce trend analysis reports.
Knowledge and Attributes
- Strong communication skills, able to work across diverse cultures and social groups.
- Excellent planning abilities with a proactive approach to changing circumstances.
- Positive outlook and resilience in a pressurized environment.
- Commitment to a high-quality client experience, ensuring understanding and responsiveness to client needs.
Academic Qualifications and Certifications
- A Bachelor's degree or equivalent in IT/Computing or relevant work experience.
- Required: CCNA certification; preferred: CCNP in Security or PCNSE certification.
Required Experience
- Moderate relevant experience in managed services handling Security Infrastructure.
- Familiarity with ticketing tools, preferably Service Now.
- Understanding of ITIL processes and experience working with vendors or third parties.
Workplace type
On-site
About NTT DATA
NTT DATA is a trusted global innovator of business and technology services, committed to helping clients transform for long-term success. We invest significantly in R&D to guide organizations confidently into the digital future. As a global top employer, we value diversity and provide an environment that fosters collective growth. Join our team and accelerate your career with us.
