About the Job
Join NTT Data, a company renowned for its technical excellence and leading innovations, where you can make a significant impact. Our workplace promotes diversity and inclusion, creating an environment where you can grow, belong, and thrive.
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As a Security Managed Services Engineer (L2), you will be responsible for providing managed services to clients, ensuring their Security Infrastructures and systems remain operational. This developing engineering role involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems to restore client services. You will focus on second-line support for incidents and requests with a medium level of complexity while adhering to service level agreements (SLA). Additionally, you may assist with project work as required.
Key Responsibilities
- Proactively monitor work queues and perform operational tasks to resolve incidents/requests within agreed SLAs.
- Update tickets with resolution tasks performed and log all incidents in a timely manner.
- Provide second-level support, identifying root causes of incidents and problems.
- Communicate effectively with teams and clients to extend support.
- Execute changes with clear risk identification and mitigation plans.
- Follow handover processes, highlighting key tickets and critical tasks.
- Work with automation teams to optimize efforts and automate routine tasks.
- Collaborate with various resolver groups and escalate issues as necessary.
- Assist L1 Security Engineers with initial triage or troubleshooting.
- Manage initial client escalations regarding operational issues.
- Contribute to the change management process and audit incident/request tickets for quality.
- Support the implementation and delivery of Disaster Recovery functions and tests.
- Perform other related tasks as required.
Knowledge and Attributes
- Strong communication skills across diverse cultures and social groups.
- Ability to plan activities and projects with foresight and adaptability.
- Positive outlook and resilience under pressure.
- Commitment to active listening and client-centric interactions.
Academic Qualifications and Certifications
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Relevant certifications, including CCNA (mandatory) and CCNP in Security or PCNSE (preferred), are advantageous.
Required Experience
- Moderate level of managed services experience in handling Security Infrastructure.
- Familiarity with ticketing tools, preferably Service Now.
- Working knowledge of ITIL processes and experience with vendors/third parties.
Workplace Type
Hybrid working environment.
About NTT DATA
NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100 with a commitment to innovation, optimization, and transformation for long-term success. With over $30 billion in revenue and a robust partner ecosystem, we focus on delivering exceptional services in business and technology consulting, data and AI, as well as application and infrastructure management.
We believe in providing an equal opportunity workplace that embraces diversity and fosters an inclusive culture. Join our global team and accelerate your career with us. Apply today.
