About the Job
Join NTT DATA, a company recognized for its technical excellence and commitment to innovation. As a SOC Analyst (L2), you will play a critical role in ensuring the operational continuity of IT infrastructure and systems for our clients. This developing engineering position involves proactive monitoring, identification, investigation, and resolution of technical incidents and problems to restore services effectively.
In this role, you will focus on second-line support for medium complexity incidents across multiple technology domains including Cloud, Security, Networking, Applications, and Collaboration. Your primary objective will be to review client requests and tickets, applying your technical knowledge to resolve them within stipulated service level agreements (SLAs). You may also support project work as needed.
Key Responsibilities:
- Proactively monitor work queues and perform operational tasks to resolve incidents/requests promptly within agreed SLAs.
- Document resolutions and update tickets accordingly.
- Investigate and log incidents, providing detailed information for immediate resolution.
- Deliver second-level support by identifying the root cause of incidents and communicating effectively with other teams and clients.
- Execute changes with proper risk identification and mitigation plans.
- Follow shift handover processes, including the handover of critical tasks.
- Escalate tickets as necessary for focused attention from relevant teams.
- Collaborate with automation teams to optimize efforts and automate routine tasks.
- Provide assistance to L1 Security Engineers in troubleshooting and initial triage processes.
- Manage initial client escalations for operational issues and contribute to change management processes.
- Audit incident and request tickets for quality assurance and recommend improvements.
- Produce trend analysis reports for task automation and effort optimization.
- Assist in Disaster Recovery functions and testing as required.
- Perform any additional related tasks as needed.
Knowledge and Attributes:
- Strong communication skills to engage with diverse cultural and social groups.
- Excellent planning abilities, anticipating changes and challenges.
- Positive attitude, resilience in high-pressure environments, and willingness to work extra hours if needed.
- Active listening skills to ensure understanding and gather relevant information.
- Client-centric approach, prioritizing positive client experiences throughout interactions.
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent qualification in IT/Computing or relevant work experience.
- Relevant certifications such as CCNA, CCNP, and Microsoft Azure certifications are highly regarded.
Required Experience:
- Moderate experience in managed services handling cross-technology infrastructure.
- Familiarity with ticketing tools, preferably Service Now.
- Working knowledge of ITIL processes, with experience in vendor and third-party interactions.
Workplace Type: On-site
About NTT DATA
NTT DATA is a trusted global innovator in business and technology services, serving a wide array of clients, including 75% of the Fortune Global 100. With over $3.6 billion invested annually in R&D, we are committed to fostering innovation that enables organizations and society to thrive in an increasingly digital world. We are part of the NTT Group, headquartered in Tokyo, and pride ourselves on our diverse and inclusive corporate culture.
NTT DATA is an Equal Opportunity Employer, fostering an environment free from discrimination and harassment. We welcome individuals from all backgrounds to join our growing global team.
