Security Managed Services Engineer (L2)

NTT Ltd Group Services United Kingdom Limited; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA in Mumbai is seeking a Security Managed Services Engineer (L2) to monitor and resolve client security incidents, maintaining SLA commitments. You will log and triage tickets, provide second-level support, and coordinate with automation teams for efficiency.

You will also assist with change management, documentation, and shift handovers, adapting to diverse stakeholders while ensuring a client-focused approach and robust security operations.

Qualifications

• Bachelor's degree or equivalent qualification in IT/Computing or relevant work experience.
• Experience with managed services handling security infrastructure and ticketing tools (preferably ServiceNow).
• Strong communication, planning, and adaptability across cultures and teams.
• Client-focused mindset with ability to perform under pressure and handle extended hours if needed.

Responsibilities

• Monitor, identify, investigate and resolve security incidents to keep client infrastructures operational.
• Log incidents and provide second-level support, ensuring SLA adherence and effective escalation.
• Collaborate with automation teams to optimize tasks and ensure smooth shift handovers.
• Execute changes with proper approvals, document processes, and participate in change management.
• Assist L1 engineers with triage and troubleshooting as needed and support project work.

Skills

Ticketing tools

Active listening

Planning skills

Cross-cultural communication

Adaptability

Client-focused mindset

Under pressure

Willingness to work longer hours

Education

Bachelor's degree in IT/Computing or equivalent

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 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.