ND
Hiring companyNTT DATA
Verified today
Security Managed Services Engineer
Chennai, India Full-time On-site
About the role
Security Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, this role is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity. This role may also contribute to / support on project work as and when required.
What you’ll do
- Proactively monitors the work queues
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
- Updates tickets with resolution tasks performed
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
- Communicates with other teams and clients for extending support
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
- Works with automation teams for effort optimization and automating routine tasks
What you’ll bring
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
- Certifications relevant to services supported. Certifications carry additional weightage on the candidate’s qualification for the role
- CCNA certification in must, CCNP in Security or PCNSE certification is good to have.
Skills
Proactively monitors work queues and resolves incidents/requests within SLAProvides second-level support and root cause analysisExecutes changes with risk mitigation and approvalsWorks with automation teams to optimize routine tasksAssists L1 engineers and leads client escalationsContributes to change management and maintenance planning
Education
Bachelor's