SOC Analyst L2
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About the Job
Join NTT DATA and make an impact in a company renowned for its technical excellence and leading innovations. The Security Managed Services Engineer (L2) is an engineering role responsible for providing managed service to clients, ensuring their Security Infrastructures and systems remain operational. This role involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems, with the primary objective of restoring service to clients.
The Security Managed Services Engineer (L2) focuses on second-line support for incidents and requests of medium complexity. Additionally, this role may contribute to or support project work as necessary.
Key Responsibilities
- Proactively monitor work queues and perform operational tasks to resolve incidents/requests on time and within agreed SLAs.
- Update tickets with resolutions and capture all required information for immediate resolution.
- Provide second-level support for incidents and requests, identifying root causes of issues and problems.
- Communicate effectively with other teams and clients to extend support.
- Execute changes with clear identification of risks, capturing details in the change record.
- Follow the shift handover process, highlighting key tickets and tasks for the next shift.
- Escalate tickets appropriately to seek the right focus from CoE and other teams.
- Collaborate with automation teams to optimize efforts and automate routine tasks.
- Assist L1 Security Engineers with initial triage or troubleshooting.
- Manage initial client escalations for operational issues.
- Log all change requests with complete details and ensure that changes are carried out with proper approvals.
- Audit and analyze incident and request tickets for quality improvements and updates to knowledge articles.
- Produce trend analysis reports to identify automation opportunities, reducing ticket volume and optimizing efforts.
- Possibly contribute to Disaster Recovery functions and tests as needed.
Knowledge and Attributes
- Strong communication skills and ability to work across diverse cultures.
- Excellent planning abilities, accounting for possible changing circumstances.
- Positive outlook and resilience in a pressurized environment.
- Capability to exercise active listening techniques and adapt to changing circumstances.
- Focus on delivering exceptional client experiences.
Academic Qualifications and Certifications
- Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.
- Relevant certifications are preferred, including CCNA as a minimum; CCNP in Security or PCNSE certification is a plus.
Required Experience
- Moderate experience in managed services handling Security Infrastructure.
- Familiarity with ticketing tools, preferably ServiceNow.
- Understanding of ITIL processes and experience working with vendors or 3rd parties.
Workplace Type
Hybrid Working
About NTT DATA
NTT DATA is a trusted global innovator of business and technology services, serving a significant portion of the Fortune Global 100. With a robust investment in R&D, NTT DATA is committed to helping organizations and society transition sustainably into the digital future. The company is part of the NTT Group and is headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. The organization is committed to providing an environment free of discrimination and harassment, fostering a workplace where everyone can thrive.
