About the Job
Make an impact with NTT DATA. Join a company that is renowned for its technical excellence and leading innovations, committed to making a difference for clients and society. Our workplace embraces diversity and inclusion, creating an environment where you can grow, belong, and thrive.
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The Security Managed Services Engineer (L2) role involves providing managed services to clients to ensure that their security infrastructures and systems remain operational. Your day will include proactive monitoring, identifying, investigating, and resolving technical incidents and problems, ultimately restoring services to clients. The primary objective of this role is to manage client requests or tickets efficiently, resolving them within service level agreements (SLAs) and focusing on second-line support for incidents with moderate complexity. Additionally, you may contribute to project work as required.
Key Responsibilities:
- Proactively monitor work queues and perform operational tasks to resolve all incidents/requests in a timely manner.
- Update tickets with resolution tasks performed and log all incidents promptly.
- Provide second-level support, identify the root cause of incidents, and communicate with teams and clients for extended support.
- Execute changes while identifying risks and capture mitigation plans in the change record.
- Follow the shift handover process effectively, highlighting key tickets and upcoming critical tasks.
- Escalate tickets as necessary to ensure proper focus from teams and management.
- Collaborate with automation teams to optimize effort and automate routine tasks.
- Assist Level 1 Security Engineers with initial triage or troubleshooting.
- Lead initial client escalation for operational issues.
- Contribute to change management by logging all change requests with complete details.
- Ensure all changes are approved and executed properly.
- Audit and analyze incident tickets for quality improvement and recommend updates to knowledge articles.
- Produce trend analysis reports to identify automation opportunities.
- May participate in Disaster Recovery functions and tests.
- Perform related tasks as required.
Knowledge and Attributes:
- Strong communication skills and ability to work across diverse cultures.
- Proficient in planning activities and projects with adaptability to changing circumstances.
- Positive outlook and resilience in a pressurized environment.
- Active listening ability and a focus on maintaining a positive client experience throughout their journey.
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent in IT/Computing (or relevant work experience).
- Relevant certifications are beneficial, particularly CCNA (mandatory) and CCNP in Security or PCNSE (desirable).
Required Experience:
- Moderate experience in managed services handling Security Infrastructure.
- Familiarity with ticketing tools, preferably Service Now.
- Knowledge of ITIL processes and experience with vendors and/or third parties.
Workplace Type: Hybrid Working
About NTT DATA
NTT DATA is a global innovator of business and technology services, serving a significant portion of the Fortune Global 100. Committed to helping clients innovate and transform for long-term success, we invest over $3.6 billion annually in R&D. NTT DATA is recognized as a Global Top Employer with diverse experts in over 50 countries.
Equal Opportunity Employer
NTT DATA is proud to embrace diversity and provide an environment free of discrimination and harassment. We welcome applicants from all backgrounds and protected categories. Join our global team and accelerate your career with us. Apply today.
