Senior Security Managed Services Engineer

nttlimited; Gurugram District; On-site; INR 800,000 - 1,100,000; Full time

Job summary

NTT DATA is seeking a Security Managed Services Engineer (L2) to ensure security infrastructures and systems stay operational. You will monitor, identify, investigate, and resolve incidents, aiming to restore services within SLAs while handling client requests with technical expertise.

You will manage queues, perform tasks, log incidents, and provide second-line support. Collaboration with automation teams and adherence to change management are essential for successful handovers and continuous

Qualifications

• Experience with managed services handling security infrastructure and ticketing tools (ServiceNow preferred).
• Strong listening and questioning skills.
• Excellent planning and ability to adapt to changing circumstances.
• Ability to communicate with diverse cultures and stakeholders.
• Willingness to work longer hours when required.
• Bachelor's degree or equivalent in IT/Computing or relevant work experience.

Responsibilities

• Monitor, identify, investigate, and resolve security incidents and problems to restore service within SLAs.
• Manage work queues, perform operational tasks, and update tickets with resolution actions.
• Assist L1 Engineers with triage and troubleshooting; support project work as needed.
• Execute changes with proper approvals; communicate risks and mitigation plans.
• Collaborate with automation teams to optimize efforts and handover during shift changes.
• Audit incident and request tickets for quality; contribute to trend analysis and automation opportunities.

Skills

Incident management

Technical troubleshooting

Communication

Adaptability

Client-focused

Shift flexibility

L2 support

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.