Senior MS Engineer, Security

NTT America, Inc.; Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

NTT DATA in Mumbai is seeking a Security Managed Services Engineer (L2) to monitor, identify, investigate, and resolve security incidents, ensuring SLA compliance. You will work on client environments to keep security infrastructures operational and collaborate with cross-functional teams.

The role involves handling tickets, logging incidents, providing second-level support, coordinating change activities, and supporting automation efforts.

Qualifications

• Experience with managed services handling security infrastructure and ticketing tools.
• Proficiency in active listening and information gathering.
• Excellent planning and adaptability to changing circumstances.
• Strong cross-cultural communication and client-facing skills.
• Willingness to work longer hours when required.
• Bachelor's degree in IT/Computing or equivalent experience.

Responsibilities

• Monitor, identify, investigate, and resolve security incidents and problems.
• Handle client requests or tickets within the agreed SLA.
• Log incidents promptly and provide second-level support.
• Coordinate with automation teams and ensure proper handovers during shift changes.
• Assist L1 Engineers with triage and troubleshooting.
• Contribute to change management documentation and approvals.

Skills

Active listening

Cross-cultural communication

Planning

Client-focused

Willingness to work longer hours

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 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 50 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.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us ([e-mail]) .