Make an impact with NTT DATA

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Your day at NTT DATA

The Security Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, this role is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity.

This role may also contribute to / support on project work as and when required.

What You'll Be Doing

Key Roles and Responsibilities:

Proactively monitors the work queues
Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
Updates tickets with resolution tasks performed
Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
Captures all required and relevant information for immediate resolution
Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
Communicates with other teams and clients for extending support
Executes changes with clear identification of risks and mitigation plans to be captured into the change record
Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
Works with automation teams for effort optimization and automating routine tasks
Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc
Identifies problems and errors before they impact a client's service
Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting
Leads and manages all initial client escalation for operational issues
Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
Ensures all changes are carried out with proper change approvals
Plans and executes approved maintenance activities
Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
May also contribute to / support on project work as and when required
May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurized environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
Certifications relevant to services supported. Certifications carry additional weightage on the candidate's qualification for the role
CCNA certification in must, CCNP in Security or PCNSE certification is good to have.

Required Experience:

Moderate level years of relevant managed services experience handling Security Infrastructure
Moderate level knowledge in ticketing tools preferably Service Now
Moderate level working knowledge of ITIL processes
Moderate level experience working with vendors and/or 3rd parties

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.