About the Job
Join NTT DATA, a company renowned for its technical excellence and innovative solutions, where you can make a significant impact in the field of IT services. The SOC Analyst (L2) is a pivotal role responsible for delivering a managed service to clients, ensuring their security infrastructures and systems remain operational. This role focuses on proactive monitoring and incident management, aimed at restoring client services efficiently.
In this developing engineering position, you will be tasked with reviewing client requests or tickets, utilizing your technical and process knowledge to resolve issues while adhering to service level agreements (SLAs). You will primarily provide second-line support for moderately complex incidents and requests, and may also contribute to project work as needed.
Key Responsibilities:
- Proactively monitor work queues and perform operational tasks to resolve all incidents/requests within agreed SLAs.
- Update tickets with resolution tasks performed and log all incidents in a timely manner.
- Investigate, analyze, and identify root causes of incidents and problems, providing second-level support to ensure effective resolution.
- Collaborate with other teams and clients to extend support and execute changes with identified risks and mitigation plans.
- Follow the shift handover process, highlighting key tickets and upcoming critical tasks.
- Escalate tickets appropriately to ensure they receive the necessary attention from the Center of Excellence and management.
- Work with automation teams to optimize efforts and automate routine tasks.
- Assist L1 Security Engineers to improve initial triage and troubleshooting.
- Lead initial client escalation for operational issues.
- Contribute to the change management process by documenting all change requests with complete details.
- Audit incident and request tickets for quality, recommending and implementing improvements.
- Produce trend analysis reports to identify tasks for automation, minimizing ticket volume, and optimizing effort.
- Potentially contribute to the implementation and delivery of Disaster Recovery functions and tests.
- Perform other related tasks as required.
Knowledge and Attributes:
- Strong communication skills to work across diverse cultures and social groups.
- Excellent planning abilities, adaptable to changing circumstances.
- Positive outlook and ability to work effectively under pressure.
- Strong active listening skills, ensuring clear understanding and effective problem-solving.
- Client-focused approach, emphasizing the importance of a positive client experience throughout their journey.
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent qualification in IT/Computing, or demonstrated equivalent work experience.
- Relevant certifications such as CCNA (mandatory) and CCNP in Security or PCNSE (preferred).
Required Experience:
- Moderate experience in managed services with a focus on Security Infrastructure.
- Familiarity with ticketing tools, preferably Service Now.
- Understanding of ITIL processes and experience working with vendors and third parties.
Workplace Type:
- On-site in Riyadh, Saudi Arabia.
About NTT DATA
NTT DATA is a $30+ billion global innovator in business and technology services, serving a large portion of the Fortune Global 100. We are committed to fostering innovation, optimization, and transformation for long-term client success. Our robust investment in R&D aligns with our mission to help organizations advance confidently into the digital future. We prioritize diversity and inclusivity in our workplace, and we are dedicated to providing an environment free of discrimination and harassment. Join us and accelerate your career with a global team that values your contribution.
