Security Managed Services Engineer (L3)

NTT DATA, Inc.; Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

NTT DATA, Inc. is seeking a Security Managed Services Engineer (L3) in Mumbai, India. This role involves managing complex security infrastructures, ensuring high service levels, and resolving technical incidents for clients. The ideal candidate will have a Bachelor's degree in IT/Computing and relevant industry certifications like CCNP in Security. The position requires advanced troubleshooting skills and offers an on-site working environment, aligning with ITIL processes and vendor interactions.

Qualifications

• Proven managed services experience with complex security infrastructure.
• Experience in an engineering role within a medium to large ICT organization.
• Solid knowledge of ITIL processes.

Responsibilities

• Ensure assigned infrastructure is operational and configured correctly.
• Identify and log incidents and problems proactively.
• Assist in escalations and third-line support investigations.
• Coach L2 teams in advanced technical troubleshooting.

Skills

Communication across different cultures

Technical troubleshooting

Client interaction and support

Project management

Education

Bachelor’s degree in IT/Computing

Relevant certifications (CCNP, PCNSE)

Job description

Security Managed Services Engineer (L3) – Role Overview

Responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. The role maintains a high level of service, ensuring zero missed service level agreement conditions, and manages tickets of high complexity. It conducts advanced and complicated tasks, applies deep technical expertise, and mentors junior team members. The engineer may also contribute to or support project work as required.

Key Responsibilities

• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational.
• Perform necessary checks, apply monitoring tools, and respond to alerts.
• Identify problems and errors before or when they occur and log all incidents in a timely manner with the required level of detail.
• Assist in analyzing, assigning, and escalating support calls.
• Investigate third‑line support calls and identify the root cause of incidents and problems.
• Report and, if necessary, escalates issues to third‑party vendors.
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identify opportunities for work optimization, including automation.
• Coach L2 teams for advanced technical troubleshooting and behavioral skills.
• Manage and implement projects within the technology domain, delivering effectively and promptly per client‑agreed requirements and timelines.
• Work on implementing and delivering Disaster Recovery functions and tests.
• Perform any other related tasks as required.

Knowledge and Attributes

• Communicate and work across different cultures and social groups.
• Plan activities and projects well in advance, taking into account possible changing circumstances.
• Maintain a positive outlook at work.
• Work well in a pressurized environment.
• Work hard and put in longer hours when necessary.
• Apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Adapt to changing circumstances.
• Place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the entire client journey.

Academic Qualifications and Certifications

• Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Relevant certifications dependent on the technology domain such as CCNP in Security, PCNSE, or firewall‑vendor related certification; advanced technical certifications like CCIE, CISSP are good to have.

Required Experience

• Seasoned Managed Services experience handling complex Security Infrastructure.
• Seasoned experience in an Engineering function within a medium to large ICT organization.
• Seasoned working knowledge of ITIL processes.
• Seasoned experience working with vendors and/or third parties.

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.