Senior MS Engineer, SOC

As a Security Managed Services Engineer (L2) at NTT DATA, your primary responsibility is to provide a managed service to clients, ensuring the operational efficiency of their Security Infrastructures and systems. By proactively monitoring, investigating, and resolving technical incidents and problems, you play a crucial role in restoring service to clients while adhering to service level agreements (SLA). Your focus will be on second-line support for incidents and requests of medium complexity, contributing to project work when necessary. Your key roles and responsibilities include proactively monitoring work queues, resolving incidents/requests within agreed SLAs, updating tickets with resolution tasks, identifying and analyzing issues, providing second-level support, communicating with teams and clients, executing changes with risk identification and mitigation plans, following shift handover processes, escalating tickets when necessary, working with automation teams for task optimization, and collaborating with various resolver groups. Moreover, you will lead initial client escalations, contribute to change management processes, execute approved maintenance activities, audit incident and request tickets for quality, produce trend analysis reports for automation, and contribute to disaster recovery functions and tests as required. In terms of knowledge, skills, and attributes, you should possess effective communication skills across different cultures, excellent planning abilities, a positive outlook, resilience in high-pressure environments, client-centric approach, active listening skills, adaptability, and a commitment to meeting clients" requirements. Academically, you are expected to hold a Bachelor's degree in IT/Computing or equivalent, along with relevant certifications in the supported services. Certifications such as CCNA (mandatory), CCNP in Security, or PCNSE are advantageous. The ideal candidate will have a moderate level of experience in managed services handling Security Infrastructure, familiarity with ticketing tools like Service Now, working knowledge of ITIL processes, and experience collaborating with vendors and third parties. This is an on-site working role at NTT DATA, a trusted global innovator of business and technology services. With a commitment to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests significantly in research and development to facilitate organizations" transition into the digital future. As an Equal Opportunity Employer, NTT DATA offers a diverse and inclusive workplace environment where employees can thrive and make a meaningful impact.,