Security Managed Services Engineer (L1)

NTT DATA, Inc.; Chennai; On-site; INR 300,000 - 500,000; Full time

Job summary

NTT DATA, Inc. is seeking a Security Managed Services Engineer (L1) in Chennai, India. This entry-level position primarily focuses on maintaining client firewall infrastructures with the goal of meeting Service Level Agreements (SLAs). The role involves front-line support for standard incidents, proactive monitoring of client solutions, and contributions to project work. Ideal candidates will have a degree in IT or relevant experience, alongside strong troubleshooting and communication skills, with a commitment to client satisfaction.

Qualifications

• Entry-level experience with troubleshooting and support in security or network services.
• Highly disciplined in handling tickets and acting promptly as per SOPs.
• Ability to communicate and work across different cultures.

Responsibilities

• Ensure SLAs are met with zero missed conditions.
• Monitor client infrastructure, identify and investigate problems.
• Provide telephonic and ITSM ticket support to clients.

Skills

Troubleshooting and providing support in security

Working knowledge of ITIL processes

Active listening techniques

Understanding of ITSM tools

Client-centric approach

Education

Bachelor’s degree or equivalent qualification in IT/Computing

Job description

About the Role

As a Security Managed Services Engineer (L1) at NTT DATA, you will step into an entry-level role focused on maintaining our clients' firewall infrastructures. Your main objective will be to ensure our Service Level Agreements (SLAs) are met with zero missed conditions. You'll be front‑line support, handling standard and low‑complexity incidents and service requests, as well as contributing to project work when needed.

Daily, you'll monitor client infrastructure and solutions, quickly identifying and investigating problems and errors before or as they occur. You'll provide telephonic, ITSM ticket or chat support to clients, ensuring efficient and comprehensive resolutions of incidents and requests. By scheduling maintenance activities like patching and configuration changes, you contribute to a proactive approach in managing and optimizing workflows.

You will follow necessary handover procedures for shift changes to ensure service continuity and update existing knowledge articles—or create new ones. A key part of your role will be identifying opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and other process improvements. You may also be involved in implementing and delivering disaster recovery functions and tests.

Qualifications

• Entry‑level experience with troubleshooting and providing support in security, network, data centre, systems, or storage administration and monitoring services within a medium to large ICT organisation.
• Working knowledge of ITIL processes.
• Skills in active listening techniques such as paraphrasing, probing for further relevant information, and refraining from interrupting.
• Highly disciplined in handling tickets on a day‑to‑day basis. Act promptly as per defined SOPs.
• Attempt to resolve as many tickets as possible using available knowledge articles or provided SOPs.
• Good understanding of using ITSM tools.
• Ability to communicate and work across different cultures and social groups.
• Capacity to plan activities and projects well in advance, adapting to changing circumstances as needed.
• Positive outlook and ability to perform well under pressure.
• Eagerness to work diligently and extend hours when necessary.
• Client‑centric approach, always putting clients at the forefront of interactions.
• Bachelor’s degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.

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.