EDR Analyst - L1

nttlimited; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

NTT DATA is seeking an entry-level Security Managed Services Engineer (L1) in Mumbai to provide frontline support and ensure Firewall infrastructure remains operational. You will monitor client environments, identify issues early, and route incidents to the correct resolver groups.

The role emphasizes zero missed SLAs, working across cultures, and potential involvement in project work, including Disaster Recovery tasks, with on-site workplace expectations.

Qualifications

• Bachelor's degree or equivalent in IT/Computing.
• CCNA or relevant Level 1 Network Security certification is good to have.
• Basic knowledge of ITIL processes.

Responsibilities

• Monitors client infrastructure and solutions.
• Identifies problems and errors prior to or when they occur.
• Routinely identifies incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• Investigates first line incidents and identifies the root cause of incidents and problems.
• Provides telephonic or chat support to clients when required.
• Schedules maintenance activity windows for patching and configuration changes.
• Follows handover procedures for shift changes to ensure service continuity.
• Reports and escalates incidents where necessary.
• Ensures the efficient and comprehensive resolutions of incidents and requests.
• Updates existing knowledge articles or creates new ones.
• Identifies opportunities for automation and process improvement.

Skills

Troubleshooting

Communication

Cross-cultural collaboration

Problem identification

Adaptability

Education

Bachelor's degree in IT/Computing

CCNA or Level 1 Network Security cert

Job description

Your day at NTT DATA

The Security Managed Services Engineer (L1) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their Firewall infrastructure remain operational through proactively identifying, investigating, and routing the incidents to correct resolver group.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and focuses on first-line support for standard and low complexity incidents and service requests.

The Security Managed Services Engineer (L1) may also contribute to / support on project work as and when required.

What you'll be doing

• Monitors client infrastructure and solutions.
• Identifies problems and errors prior to or when they occur.
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• Investigates first line incidents assigned and identifies the root cause of incidents and problems.
• Provides telephonic or chat support to clients when required.
• Schedules maintenance activity windows for patching and configuration changes.
• Follows the required handover procedures for shift changes to ensure service continuity.
• Reports and escalates incidents where necessary.
• Ensures the efficient and comprehensive resolutions of incidents and requests.
• Updates existing knowledge articles or create new ones.
• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes 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 it is 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.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• CCNA or relevant level 1 Network Security certification is good to have. Certifications carry additional weight on a candidate's qualification for the role..

Required Experience:

• Entry-level experience with troubleshooting and providing the support required in security / network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (such as Security, Network, Data Centre, Telephony, etc.).
• Working knowledge of ITIL processes.

Workplace type :

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.