Security Managed Services Engineer (L2)

About the role

As a Security Managed Services Engineer (L2) at NTT DATA, you will ensure clients' security infrastructures and systems remain operational by monitoring, investigating, and resolving technical incidents and problems. Day-to-day, you will handle client tickets within agreed SLAs, manage work queues, execute approved changes, and provide second-level support while collaborating with automation teams to optimize routine tasks. You will also assist L1 engineers with escalations, contribute to trend analysis and quality audits, and support project work as needed. This full-time role is based in Bangalore, India, and follows a hybrid work model.

What you’ll do

• Monitor, identify, investigate, and resolve technical incidents and problems to restore service efficiently
• Handle client requests or tickets with technical expertise, ensuring resolution within agreed SLAs
• Actively manage work queues, perform operational tasks, and update tickets with resolution actions
• Log incidents promptly, provide second-level support, and communicate with other teams and clients to extend support when needed
• Execute changes responsibly, flag risks and mitigation plans, and ensure proper approvals
• Work with automation teams to optimize efforts, automate routine tasks, and ensure seamless shift handovers
• Audit incident and request tickets for quality, recommend improvements, and contribute to trend analysis reports to identify automation opportunities
• Assist L1 Security Engineers with triage and troubleshooting as the go-to for initial client escalations, and support project work when required

What you’ll bring

• Experience with managed services handling security infrastructure
• Working knowledge of ticketing tools, preferably ServiceNow
• Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience
• Proficiency in active listening, including paraphrasing and probing for further information
• Excellent planning skills with ability to anticipate and adjust to changing circumstances
• Strong ability to communicate and engage across different cultures and social groups
• Client-focused mindset with positive outlook and ability to work well under pressure
• Willingness to put in longer hours when necessary

Skills

Education

Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience