Security Managed Services Engineer (L1)-6

Dimension Data Solutions Limited (Kenya); Chennai; On-site; INR 350,000 - 650,000; Full time

Job summary

NTT DATA is seeking an entry-level Security Managed Services Engineer (L1) in Chennai to monitor firewall infrastructure, resolve incidents and requests, and support proactive maintenance. You will provide multichannel support, follow ITIL processes, and contribute to automation and improvement initiatives within a global, diverse team.

The role emphasizes shift-based coverage, knowledge article creation, and disaster recovery participation, with on-site work and opportunities to grow in a

Qualifications

• Entry-level experience with troubleshooting and providing support in security, network, data centre, systems or storage administration and monitoring within a medium to large ICT organisation.
• Working knowledge of ITIL processes.
• Strong active listening, paraphrasing and probing for relevant information.
• Disciplined in handling tickets daily and following SOPs.
• Resolve tickets using knowledge articles or SOPs.
• Ability to use ITSM tools effectively.
• Strong cross-cultural communication and collaboration skills.
• Ability to plan activities and projects in advance and adapt to changes.
• Positive under pressure and willing to extend hours when needed.
• Client-centric approach prioritising client needs.
• Bachelor's degree or equivalent in IT/Computing or equivalent work experience.

Responsibilities

• Monitor client infrastructure and resolve incidents and service requests via telephonic, ITSM tickets or chat.
• Provide support ensuring SLA adherence and perform shift handovers for continuity.
• Identify opportunities for automation and workflow optimization.
• Contribute to disaster recovery planning and testing.

Skills

Troubleshooting

Security support

Network support

ITIL processes

Ticket handling

Communication

Education

Bachelor's degree in IT/Computing

Tools

ITSM tools

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 - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

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'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.

To thrive in this role, you need to have:

• 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 Sop's.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sop's.
• 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

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 world's 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 R&D.

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.