Security Managed Services Engineer (L2)

NTT America, Inc.; Gurugram District; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

NTT DATA is seeking an experienced Security Managed Services Engineer (L2) to ensure security infrastructures stay operational. You will monitor incidents, perform investigations, and resolve tickets while meeting SLA commitments.

Work involves collaborating with automation teams, handling changes with approvals, and providing guidance to L1 engineers. On-site Gurgaon operations require strong communication across cultures and willingness to work extended hours when needed.

Qualifications

• Experience in managed services handling security infrastructure and ticketing tools.
• Bachelor's degree in IT/Computing or equivalent work experience.
• Strong communication and ability to work across cultures under pressure.

Responsibilities

• Monitor, investigate and resolve security incidents to restore services.
• Handle client requests and tickets within SLA targets.
• Provide second-level support and coordinate with other teams.
• Execute changes with proper approvals and risk mitigation.
• Collaborate with automation teams to optimize tasks and handovers.
• Assist L1 engineers with triage and troubleshooting when needed.

Skills

Managed services

Security

Incident management

Ticketing tools

SLA awareness

Communication

Collaboration

Change management

L2 support

Education

Bachelor's degree in IT/Computing

Tools

ServiceNow

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 (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 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.