ND
Hiring companyNTT DATA
Verified today
Security MS Engineer - PIM
Chennai, India Full-time On-site
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 handle client tickets within SLA, manage work queues, execute approved changes, and collaborate with automation teams to optimize routine tasks. You also serve as the go-to for initial client escalations, assist L1 engineers with triage, and contribute to trend analysis and quality audits. This on-site role is based in Chennai, India.
What you’ll do
- Monitor, identify, investigate, and resolve technical incidents and problems, restoring service efficiently
- Handle client requests or tickets with technical expertise, ensuring resolution within agreed SLA
- Actively manage work queues, perform operational tasks, and update tickets with resolution actions
- Log incidents promptly and provide second-level support, communicating effectively with other teams and clients to extend support when needed
- Execute changes responsibly, flag risks and mitigation plans, and ensure all changes have proper approvals
- Work closely with automation teams to optimize efforts and automate routine tasks, ensuring seamless handovers during shift changes
- 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, with techniques like paraphrasing and probing for further information
- Excellent planning skills, able to anticipate and adjust to changing circumstances
- Strong ability to communicate and engage across different cultures and social groups
- Adaptability to changing conditions and flexibility in approach
- Client-focused mindset, always putting their needs and positive experience first
Skills
Security infrastructureManaged servicesTicketing toolsServiceNowIncident managementChange managementActive listeningCross-cultural communication
Education
Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.