Security Managed Services Engineer (L2)

About the Role

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. 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).

Key Responsibilities

• Monitor, identify, investigate, and resolve technical incidents and problems, restoring service efficiently.
• Actively manage work queues and update tickets with resolution actions.
• Log incidents promptly and provide second-level support.
• Communicate effectively with other teams and clients to extend support when needed.
• Execute changes responsibly, flagging risks and mitigation plans.
• Ensure all changes have proper approvals.
• Work closely with automation teams to optimize efforts and automate routine tasks.
• Ensure seamless handovers during shift changes.
• Audit incident and request tickets for quality.
• Recommend improvements and contribute to trend analysis reports to identify automation opportunities.
• Assist L1 Security Engineers with triage and troubleshooting.
• Support project work when required.
• Contribute to the change management process, ensuring thorough documentation, effective planning and execution of maintenance activities, and compliance with standard procedures.

Requirements & Tech Stack

• Experience with managed services handling security infrastructure.
• 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.
• A positive outlook and the ability to work well under pressure.
• Willingness to put in longer hours when necessary.

Qualifications

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