About the Job
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Join NTT DATA, a company that is renowned for pushing the boundaries of what is possible. We pride ourselves on our technical excellence and innovative solutions that make a difference for our clients and society. Our workplace embraces diversity and inclusion, providing an environment where you can grow, belong, and thrive.
The SOC Analyst (L2) is an evolving engineering role responsible for delivering managed services to clients, ensuring the operational integrity of their Security Infrastructures and systems. This role involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems to restore service efficiently. The primary objective is to manage client requests and tickets, applying technical and process knowledge to resolve issues without breaching service level agreements (SLA). This position focuses on providing second-line support for incidents and requests of medium complexity while contributing to project work as needed.
Key Responsibilities
- Proactively monitor work queues.
- Resolve all incidents/requests promptly and within SLA.
- Update tickets detailing resolution tasks.
- Investigate and log incidents in a timely manner.
- Capture relevant information for quick resolutions.
- Provide second-level support and identify root causes of incidents.
- Communicate effectively with other teams and clients.
- Execute changes with clear risk identification and mitigation plans.
- Follow shift handover processes while highlighting key tickets and upcoming tasks.
- Escalate tickets to management or Center of Excellence (CoE) as needed.
- Collaborate with automation teams to optimize efforts and automate routine tasks.
- Identify potential issues before they impact client services.
- Assist L1 Security Engineers with initial triage or troubleshooting.
- Lead initial client escalations for operational issues.
- Log change requests with detailed information for both standard and non-standard changes.
- Carry out maintenance activities with proper approvals.
- Audit and analyze incident/request tickets for quality improvement.
- Produce trend analysis reports to guide automation efforts.
- Contribute to Disaster Recovery functions and tests as required.
- Perform any additional related tasks as needed.
Knowledge and Attributes
- Strong communication skills and ability to work across diverse cultures and social groups.
- Excellent planning abilities for activities and projects with considerations for changing circumstances.
- Positive outlook in a pressured environment, with a strong work ethic and willingness to work longer hours when necessary.
- Proficient in active listening and understanding client needs to enhance their experience.
- Adaptability to changing conditions while maintaining a client-focused approach in all interactions.
Academic Qualifications and Certifications
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Relevant certifications will enhance candidacy (CCNA certification required; CCNP in Security or PCNSE certification is preferred).
Required Experience
- Moderate experience in managed services related to Security Infrastructure.
- Familiarity with ticketing tools, preferably ServiceNow.
- Understanding of ITIL processes.
- Experience working with vendors and third parties.
Workplace Type
- On-site work environment.
Join NTT DATA’s global team and accelerate your career while making a meaningful impact. Apply today!
