Job
Description
Role Overview: As a Security Managed Services Engineer (L2) at NTT DATA, your primary responsibility is to provide a managed service to clients, ensuring the operational functionality of their Security Infrastructures and systems. By proactively monitoring, identifying, investigating, and resolving technical incidents and problems, you play a crucial role in restoring services to clients. Your focus will be on second-line support for incidents and requests with a medium level of complexity. Additionally, you may also contribute to and support project work when required. Key Responsibilities: - Proactively monitor the work queues - Perform operational tasks to resolve all incidents/requests within the agreed SLA - Update tickets with resolution tasks performed - Identify, investigate, and analyze issues and errors in a timely manner - Provide second-level support for incidents, requests, and identify root causes - Communicate with other teams and clients for extended support - Execute changes with clear risk identification and mitigation plans - Follow the shift handover process and escalate tickets when necessary - Collaborate with automation teams for task optimization - Assist L1 Security Engineers in initial triage or troubleshooting - Lead and manage initial client escalations for operational issues - Contribute to the change management process by logging all change requests - Plan and execute approved maintenance activities - Audit and analyze incident and request tickets for quality, recommending improvements - Produce trend analysis reports for task automation and effort optimization - Work on implementing and delivering Disaster Recovery functions and tests Qualifications Required: - Bachelor's degree or equivalent qualification in IT/Computing - Relevant certifications in services supported, with CCNA certification as a must and CCNP in Security or PCNSE certification as good to have - Moderate years of relevant managed services experience handling Security Infrastructure - Working knowledge of ticketing tools, preferably Service Now - Familiarity with ITIL processes and experience working with vendors and/or 3rd parties Additional Company Details: NTT DATA is a trusted global innovator of business and technology services, with a commitment to helping clients innovate, optimize, and transform for long-term success. With a strong focus on research and development, NTT DATA invests significantly each year to support organizations and society in moving confidently into the digital future. As an Equal Opportunity Employer and a Global Top Employer, NTT DATA operates in more than 50 countries, offering diverse expertise and a robust partner ecosystem. Their services include business and technology consulting, data and artificial intelligence, industry solutions, application development, infrastructure management, and connectivity solutions. Being part of the NTT Group and headquartered in Tokyo, NTT DATA is also a leading provider of digital and AI infrastructure globally. Role Overview: As a Security Managed Services Engineer (L2) at NTT DATA, your primary responsibility is to provide a managed service to clients, ensuring the operational functionality of their Security Infrastructures and systems. By proactively monitoring, identifying, investigating, and resolving technical incidents and problems, you play a crucial role in restoring services to clients. Your focus will be on second-line support for incidents and requests with a medium level of complexity. Additionally, you may also contribute to and support project work when required. Key Responsibilities: - Proactively monitor the work queues - Perform operational tasks to resolve all incidents/requests within the agreed SLA - Update tickets with resolution tasks performed - Identify, investigate, and analyze issues and errors in a timely manner - Provide second-level support for incidents, requests, and identify root causes - Communicate with other teams and clients for extended support - Execute changes with clear risk identification and mitigation plans - Follow the shift handover process and escalate tickets when necessary - Collaborate with automation teams for task optimization - Assist L1 Security Engineers in initial triage or troubleshooting - Lead and manage initial client escalations for operational issues - Contribute to the change management process by logging all change requests - Plan and execute approved maintenance activities - Audit and analyze incident and request tickets for quality, recommending improvements - Produce trend analysis reports for task automation and effort optimization - Work on implementing and delivering Disaster Recovery functions and tests Qualifications Required: - Bachelor's degree or equivalent qualification in IT/Computing - Relevant certifications in services supported, with CCNA certification as a must and CCNP in Security or PCNSE certification as good to have - Moderate years of relevant managed
