2.0 - 6.0 years

0 Lacs

maharashtra

On-site

As a Security Managed Services Engineer (L2) at NTT DATA, your role is crucial in providing a managed service to clients to ensure the operational functionality of their Security Infrastructures and systems. By proactively monitoring, investigating, and resolving technical incidents and problems, you play a key part in restoring service to clients and maintaining service level agreements. Your primary responsibilities include reviewing client requests or tickets, applying technical knowledge to resolve them efficiently, and offering second-line support for incidents and requests with a medium level of complexity. Additionally, you may contribute to project work when required, demonstrating your versatility and commitment to the team. Key Responsibilities: - Proactively monitor work queues and resolve incidents/requests within agreed SLAs. - Update tickets with resolution tasks and log incidents in a timely manner. - Provide second-level support, identify root causes of incidents, and communicate effectively with other teams and clients. - Execute changes with risk identification and mitigation plans, ensuring proper change approvals. - Collaborate with automation teams for task optimization and automation. - Assist L1 Security Engineers with initial triage and troubleshooting. - Lead client escalations for operational issues and contribute to change management processes. - Analyze incident and request tickets for quality, recommend improvements, and produce trend analysis reports. Knowledge and Attributes: - Effective communication and collaboration across different cultures and groups. - Strong planning skills, positive outlook, and ability to work well under pressure. - Active listening techniques and adaptability to changing circumstances. - Client-centric approach, creating positive client experiences throughout interactions. Academic Qualifications and Certifications: - Bachelor's degree in IT/Computing or equivalent qualification. - Relevant certifications in supported services, with CCNA certification required and CCNP in Security or PCNSE certification preferred. Required Experience: - Moderate level of managed services experience in handling Security Infrastructure. - Working knowledge of ticketing tools, preferably Service Now, and ITIL processes. - Experience collaborating with vendors and/or 3rd parties. This role involves on-site working and offers an equal opportunity for all candidates. Join NTT DATA to grow your career, expand your skills, and make a difference in the world of technology and security.,

Posted 2 weeks ago

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