Senior Security MS Engineer - NAC

NTT DATA BUSINESS SOLUTIONS; Chennai District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA is seeking an Security Managed Services Engineer (L2) to ensure the client security infrastructure remains operational. You will monitor, investigate, and resolve incidents, aiming to restore services within SLA while logging incidents and providing second-level support.

You will manage work queues, coordinate with teams and clients, and assist with change management, risk assessments, and maintenance planning.

Qualifications

• Experience in managed security services and incident handling.
• Familiarity with ticketing systems and SLA management.
• Strong communication and collaboration skills.

Responsibilities

• Manage work queues and update tickets with resolution actions.
• Provide second-level support and triage.
• Execute changes with proper approvals and document outcomes.
• Collaborate with automation teams and assist L1 engineers.

Skills

Security management

Ticketing tools

Active listening

Planning

Cross-cultural communication

Adaptability

Client-focused mindset

Working under pressure

Willingness to work overtime

Education

Bachelor's degree in IT/Computing

Equivalent work experience

Tools

ServiceNow

Job description

Job Summary

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.

Responsibilities

• 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.

Required Skills and Qualifications

• 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