Technical Specialist - MS, Security

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 1,600,000 - 2,200,000; Full time

Job summary

NTT DATA is seeking a Security Managed Services Engineer (L3) to lead incident resolution and proactive security for client infrastructures. You will ensure configurations are correct, tested, and operational from day one with a strong focus on monitoring and preventative checks.

You will engage with clients daily, provide status updates, and strive to meet SLA targets while applying ITIL processes. The role includes mentoring junior engineers and collaborating across teams to drive improvements.

Qualifications

• Experience handling complex security infrastructure in a managed services setting.
• Strong background in IT engineering within mid-to-large ICT organisations.
• Clear understanding of ITIL processes and service delivery frameworks.
• Ability to plan activities and projects well in advance.
• Excellent client-facing communication and relationship-building skills.
• Proven ability to mentor junior team members on advanced troubleshooting.

Responsibilities

• Dive deep into third-line support calls to identify root causes of incidents and problems.
• Engage with clients daily to provide ongoing feedback and status updates.
• Maintain zero missed SLA conditions; diagnose root causes and implement corrective actions.
• Handle high-complexity tickets and deliver advanced solutions for clients.
• Create knowledge articles for frequent tasks and train junior team members.

Skills

Security infrastructure

ITIL processes

Troubleshooting

Client-facing

Project planning

Mentoring

Incident management

Ticket management

Education

Bachelor's degree in IT/Computing

Job description

Job Summary

As a Security Managed Services Engineer (L3) at NTT DATA, you'll be at the helm of ensuring our clients' infrastructures are secure, robust, and running smoothly. Your day will involve proactively identifying and resolving technical incidents, performing necessary checks, and applying monitoring tools to keep everything in top shape. You'll ensure that all assigned infrastructure at client sites is correctly configured, installed, tested, and operational from the start.

Responsibilities

• Dive deep into third-line support calls, uncovering the root causes of incidents and problems.
• Daily, you'll engage with clients, providing continuous feedback and updating them about their systems' statuses.
• Your role is crucial in maintaining zero missed service level agreement (SLA) conditions; identify root cause of critical incidents and implement solutions for problems identified.
• You'll handle tickets of high complexity, deliver advanced solutions, and contribute to operational improvements.
• Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks.
• Provide inputs to automation teams to reduce manual efforts.
• As a seasoned professional, you'll lend your expertise to coach and mentor junior team members, especially on advanced technical troubleshooting and best practices.
• You may also manage and implement projects within your technology domain, ensuring timely and effective delivery in line with client requirements.
• From optimizing work processes to working on disaster recovery functions, you'll play a key part in enhancing our service delivery.

Requirements

• Proven experience handling complex security infrastructure within a managed services environment.
• Strong background in IT engineering, preferably within medium to large ICT organizations.
• Deep working knowledge of ITIL processes.
• Proficiency in planning activities and projects well in advance.
• Strong client-focused approach, ensuring a positive client experience.
• Excellent communication skills, with the ability to work across different cultures and social groups.
• Effective listening skills and an ability to adapt to changing circumstances.
• Ability to remain calm and positive under pressure, and willingness to work longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience.

Workplace type

On-site