Security Engineer
hace 1 día
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 a managed service to clients to ensure the security and integrity of their IT infrastructure.
Your primary objective will be to proactively monitor client requests or tickets and apply technical knowledge to resolve them without breaching service level agreements (SLAs). You will also be responsible for providing 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 and requests in a timely manner.
- Identify, investigate, and analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Capture all required and relevant information for immediate resolution.
- Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extending support.
- 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.
- Ability to work across various other resolver groups (internal and external) like Service Provider, TAC, etc.
- Identify problems and errors before they impact a client's service.
- Provide assistance to L1 Security Engineers for better initial triage or troubleshooting.
- 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.
- Plan and execute approved maintenance activities.
- Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
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