Security Managed Services Engineer (L1)

NTT DATA BUSINESS SOLUTIONS; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Chennai seeks an entry-level Security Managed Services Engineer (L1) to safeguard firewall infrastructure and ensure SLA adherence. You'll provide frontline support via phone, ticketing, or chat, while proactively scheduling maintenance and contributing to automation and disaster recovery efforts.

The role emphasizes incident resolution, knowledge article updates, and collaboration across cultures within a medium-to-large ICT setting.

Qualifications

• Entry-level troubleshooting and support in security, network, data centre or systems domains.
• Working knowledge of ITIL processes and ITSM practices.
• Skilled in active listening, paraphrasing, and probing for details.
• Disciplined with ticket handling and following SOPs.
• Ability to resolve many tickets using knowledge articles and SOPs.
• Familiar with ITSM tools and ticketing systems.
• Able to communicate across cultures and social groups.
• Capable of planning activities and adapting to changes.
• Maintains a positive attitude under pressure.
• Willing to work extra hours when needed.
• Client-centric approach to interactions and service delivery.
• Bachelor's degree or equivalent in IT/Computing or related experience.

Responsibilities

• Maintain clients' firewall infrastructures and monitor services.
• Meet SLAs with zero missed conditions and provide frontline support.
• Handle standard and low-complexity incidents and service requests.
• Monitor client infrastructure daily and investigate problems promptly.
• Provide telephonic, ITSM ticket or chat support for incidents and requests.
• Schedule maintenance like patching and configuration changes.
• Follow handover procedures for shift changes to ensure continuity.
• Identify optimization opportunities including automation and process improvements.
• Assist in implementing disaster recovery functions and tests.

Skills

ITIL

ITSM Tools

Active Listening

Ticket Handling

Security Monitoring

Communication

Culture Awareness

Education

Bachelor's degree in IT/Computing

Tools

ITSM Tools

Job description

Job Summary

As a Security Managed Services Engineer (L1), 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'll 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.

Workplace type

On-site Working

Responsibilities

• Maintain our clients' firewall infrastructures.


• Your main objective will be to ensure our Service Level Agreements (SLAs) are met with zero missed conditions.


• 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'll 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.

Requirements

• 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 organization.


• 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 of tickets on day-to-day basis. Act promptly as per defined Sops.


• Try 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.