Senior MS Engineer, Security

Responsibilities

• As a Security Managed Services Engineer (L2) at NTT Data, your role will be to ensure that our clients' security infrastructures and systems remain operational.
• With a proactive approach, you'll monitor, identify, investigate, and resolve technical incidents and problems, restoring service efficiently.
• Your primary objective will be to handle client requests or tickets with technical expertise, ensuring they are resolved within the agreed service level agreement (SLA).
• You'll actively manage work queues, perform operational tasks, and update tickets with resolution actions.
• By identifying issues and errors early on, you'll log incidents promptly and provide second-level support, communicating effectively with other teams and clients to extend support when needed.
• Your role includes executing changes responsibly, flagging risks and mitigation plans, and ensuring all changes have proper approvals.
• Collaborative efforts are at the heart of this role. You'll work closely with automation teams to optimize efforts and automate routine tasks, ensuring seamless handovers during shift changes.
• Your analytical skills will be key in auditing incident and request tickets for quality, recommending improvements, and contributing to trend analysis reports to identify automation opportunities.
• As a go-to for initial client escalations, you'll assist L1 Security Engineers with triage and troubleshooting, and support project work when required.
• Your contributions to the change management process will ensure thorough documentation, effective planning and execution of maintenance activities, and compliance with standard procedures.

Requirements

• Experience with managed services handling security infrastructure and working knowledge of ticketing tools, preferably ServiceNow.
• 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.
• A positive outlook and the ability to work well under pressure.
• Willingness to put in longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.

Workplace type

On-site Working