Security Managed Services Engineer
hace 2 días
We are seeking a highly skilled Security Managed Services Engineer to join our team at NTT DATA. As a key member of our security team, you will be responsible for providing managed security services to our clients, ensuring their security infrastructures and systems remain operational.
Your primary objective will be to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs). You will also be responsible for second-line support for incidents and requests with a medium level of complexity.
Key Responsibilities- Proactively monitor work queues and perform operational tasks to resolve incidents/requests in a timely manner and within agreed SLAs.
- Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur, logging all such incidents in a timely manner.
- Capture all required and relevant information for immediate resolution and provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extended support and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follow the shift handover process, highlighting any key tickets to be focused on, along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalate all tickets to seek the right focus from CoE and other teams, if needed, continue the escalations to management.
- Work with automation teams for effort optimization and automating routine tasks and identify problems and errors before they impact a client's service.
- Provide assistance to L1 Security Engineers for better initial triage or troubleshooting and lead and manage all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard, including patching and any other changes to Configuration Items.
- Ensure all changes are carried out with proper change approvals and plan and execute approved maintenance activities.
- Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, taking into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when necessary.
- Ability to apply active listening techniques, such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
- 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 security is a must, CCNP in Security or PCNSE certification is good to have.
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