Grow Your Career with NTT DATA The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational.
Through proactive monitoring, identifying, investigating, and resolving technical incidents and problems, this role is able to restore service to clients.
The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA), focusing on second-line support for incidents and requests with a medium level of complexity.
The Security Managed Services Engineer (L2) may also contribute to/support project work as required.
What you'll be doing Key Responsibilities: Proactively monitor the work queues.Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.Update tickets with resolution tasks performed.Identify, investigate, and analyze issues and errors prior to or when they occur, logging all such incidents in a timely manner.Capture all required and relevant information for immediate resolution.Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.Communicate with other teams and clients for extended support.Execute changes with clear identification of risks and mitigation plans to be captured into the change record.Follow the shift handover process, highlighting any key tickets to be focused on along with a handover of upcoming critical tasks for the next shift.Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.Work with automation teams for effort optimization and automating routine tasks.Identify problems and errors before they impact a client's service.Provide assistance to L1 Security Engineers for better initial triage or troubleshooting.Lead and manage all initial client escalation for operational issues.Contribute to the change management process by logging all change requests with complete details for standard and non-standard changes, including patching and any other changes to Configuration Items.Ensure all changes are carried out with proper change approvals.Plan and execute approved maintenance activities.Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.May also contribute to/support project work as required.May work on implementing and delivering Disaster Recovery functions and tests.Perform any other related task as required.Knowledge and Attributes: Ability to communicate and work across different cultures and social groups.Ability to plan activities and projects well in advance, taking 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 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 weight on the candidate's qualification for the role.CCNA certification is a must, CCNP in Security or PCNSE or equivalent certification is good to have.Required Experience: Moderate level of relevant managed services experience handling Security Infrastructure.Moderate level of experience working with vendors and/or 3rd parties.Hands-on experience in troubleshooting and managing Firewalls (Palo Alto, Checkpoint, Fortinet).Moderate level of experience in SSL VPN.Workplace type: On-site Working
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. Accelerate your career with us. Apply today.
#J-18808-Ljbffr