Security Analyst - L2

NTT DATA, Inc.; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. is looking for a Security Managed Services Engineer (L2) to provide technical support and ensure client security infrastructures stay operational. This role involves proactive monitoring and resolving incidents, requiring strong communication skills and the ability to work under pressure. A Bachelor’s degree in IT and CCNA certification are mandatory, while experience with ServiceNow and ITIL is preferred. The position is on-site in Mumbai, India, offering a dynamic working environment.

Qualifications

• Bachelor’s degree or equivalent in IT/Computing.
• Relevant certifications in services supported are beneficial.
• CCNA is mandatory; CCNP in Security or PCNSE is desirable.

Responsibilities

• Proactively monitor work queues and resolve incidents.
• Provide second‑level support and identify root causes.
• Collaborate with resolver groups and escalate as necessary.
• Assist L1 Engineers with triage or troubleshooting.
• Lead and manage client escalations for operational issues.

Skills

Communication across cultures

Active listening

Adaptability

Client-focused service

Education

Bachelor’s degree in IT/Computing or equivalent

Relevant certifications (CCNA, CCNP in Security or PCNSE)

Tools

ServiceNow

ITIL processes

Job description

Overview

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 – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational. By proactively monitoring, identifying, investigating, and resolving technical incidents and problems, this role restores service to clients. The primary objective is to review client requests or tickets and resolve them within the agreed SLA, focusing on second‑line support for medium‑complexity incidents and requests. The role may also support project work as required.

What you’ll be doing

• Proactively monitor the work queues.
• Perform operational tasks to resolve incidents/requests in a timely manner within the agreed SLA.
• Update tickets with resolution tasks performed.
• Identify, investigate, analyse issues and errors before or when they occur, logging all incidents promptly.
• Capture relevant information for immediate resolution.
• Provide second‑level support, identify root causes, and communicate with other teams and clients.
• Execute changes with clear risk identification and mitigation plans, captured in change records.
• Follow shift handover processes and highlight key tickets for the next shift.
• Escalate tickets to the appropriate teams, and continue escalation to management if needed.
• Work with automation teams to optimise effort and automate routine tasks.
• Collaborate with resolver groups (Service Provider, TAC, etc.).
• Identify problems before they impact service.
• Assist L1 Engineers with initial triage or troubleshooting.
• Lead and manage client escalations for operational issues.
• Contribute to change management, logging all change requests with complete details, and ensuring proper approvals.
• Plan and execute approved maintenance activities.
• Audit and analyse incident tickets for quality and recommend improvements.
• Produce trend analysis reports to identify tasks for automation.
• Contribute to or support project work as needed.
• Implement and deliver Disaster Recovery functions and tests.
• Perform any other related tasks as required.

Knowledge and attributes

• Ability to communicate across cultures and social groups.
• Plan activities and projects well in advance, considering changing circumstances.
• Maintain a positive outlook at work.
• Work well under pressure.
• Work hard and put in longer hours when necessary.
• Apply active listening techniques.
• Adapt to changing circumstances.
• Place clients at the forefront of all interactions, creating a positive client experience throughout the journey.

Academic qualifications and certifications

• Bachelor’s degree or equivalent in IT/Computing (or equivalent work experience).
• Relevant certifications in services supported. Certifications strengthen the candidate’s qualification.
• CCNA is a must; CCNP in Security or PCNSE is desirable.

Required experience

• Moderate level of managed services experience handling Security Infrastructure.
• Moderate knowledge of ticketing tools, preferably ServiceNow.
• Moderate knowledge of ITIL processes.
• Moderate experience working with vendors and/or third parties.

Workplace type

On‑site working.

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.