MS Engineer (L2)

NTT DATA BUSINESS SOLUTIONS; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA is seeking a Security Managed Services Engineer (L2) to monitor and resolve security incidents, manage change actions, and provide second-level support. You will work closely with automation teams and assist L1 engineers while ensuring SLA achievements in a fast-paced, on-site environment in Gurugram, Haryana, India.

You will engage in incident analysis, ticket updates, and proactive trend reporting to improve security operations and service delivery.

Qualifications

• Experience with managed services handling security infrastructure and ticketing tools (ServiceNow preferred).
• Proficiency in active listening with paraphrasing and probing for more information.
• Excellent planning skills, able to anticipate and adapt to changing circumstances.
• Strong ability to communicate and engage across different cultures and social groups.
• Willingness to put in longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.

Responsibilities

• Monitor, identify, investigate, and resolve security incidents and problems to restore service within SLA.
• Provide second-level support, manage work queues, and update tickets with resolution actions.
• Execute changes responsibly, log incidents, and ensure approvals with proper change management.
• Collaborate with automation teams to optimize tasks and enable handovers during shifts.
• Assist L1 engineers with triage and troubleshooting and support project work as needed.
• Contribute to incident trend analysis and quality audits to identify automation opportunities.

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion its a place where you can grow, belong and thrive.

Your day at NTT DATA

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.

To thrive in this role, you need to have:

• 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

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the worlds leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in RD.

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. Join our growing global team and accelerate your career with us.