Security MS Engineer - PIM

Job Summary

As a Security Managed Services Engineer (L1) at NTT DATA, you will step into an entry-level role focused on maintaining our clients' firewall infrastructures. Your main objective will be to ensure our Service Level Agreements (SLAs) are met with zero missed conditions. You'll be front-line support, handling standard and low-complexity incidents and service requests, as well as contributing to project work when needed.

Daily, you'll monitor client infrastructure and solutions, quickly identifying and investigating problems and errors before or as they occur. You'll provide telephonic, ITSM ticket or chat support to clients, ensuring efficient and comprehensive resolutions of incidents and requests. By scheduling maintenance activities like patching and configuration changes, you contribute to a proactive approach in managing and optimizing workflows.

You'll follow necessary handover procedures for shift changes to ensure service continuity and update existing knowledge articles or create new ones. A key part of your role will be identifying opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and other process improvements. You may also be involved in implementing and delivering disaster recovery functions and tests.

Workplace type

On-site Working

Responsibilities

• Maintain clients' firewall infrastructures.
• Ensure Service Level Agreements (SLAs) are met with zero missed conditions.
• Provide front-line support for standard and low-complexity incidents and service requests; contribute to project work when needed.
• Monitor client infrastructure and solutions; identify and investigate problems and errors promptly.
• Provide telephonic, ITSM ticket or chat support to clients; ensure efficient and comprehensive resolutions of incidents and requests.
• Schedule maintenance activities like patching and configuration changes to proactively manage and optimize workflows.
• Follow handover procedures for shift changes; update existing knowledge articles or create new ones.
• Identify opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and other process improvements.
• Implement and deliver disaster recovery functions and tests (as applicable).

Requirements

• Entry-level experience with troubleshooting and providing support in security, network, data centre, systems, or storage administration and monitoring services within a medium to large ICT organization.
• Working knowledge of ITIL processes.
• Skills in active listening techniques such as paraphrasing, probing for further relevant information, and refraining from interrupting.
• Highly disciplined in handling of tickets on day-to-day basis; act promptly as per defined SOPs.
• Try to resolve as many tickets as possible using available knowledge articles or provided SOPs.
• Good understanding of using ITSM tools.
• Ability to communicate and work across different cultures and social groups.
• Capacity to plan activities and projects well in advance, adapting to changing circumstances as needed.
• Positive outlook and ability to perform well under pressure.
• Eagerness to work diligently and extend hours when necessary.
• Client-centric approach, always putting clients at the forefront of interactions.

Qualifications

• Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.