Security MS Engineer (L3)

NTT; Cape Town; On-site; ZAR 600,000 - 750,000; Full time

Job summary

A technology services leader seeks a Security Managed Services Engineer (L3) in Cape Town. Responsible for securing client infrastructures, resolving complex incidents, mentoring junior staff, and engaging directly with clients. Successful candidates will have a background in IT engineering and ITIL processes, alongside a relevant degree and certifications. Enjoy a hybrid working environment with a focus on collaboration and innovation.

Qualifications

• Handle complex security infrastructures within a managed services environment.
• Work within medium to large ICT organizations.
• Plan activities and projects well in advance.

Responsibilities

• Ensure that assigned infrastructure is operational.
• Identify and log problems and incidents.
• Investigate support calls and identify root causes.
• Provide feedback to clients regarding system statuses.

Skills

Proven experience handling complex security infrastructure

Strong background in IT engineering

Deep working knowledge of ITIL processes

Excellent communication skills

Client-focused approach

Education

Bachelor's degree or equivalent qualification in IT/Computing

Relevant certifications in security such as CCNP, PCNSE

Job description

Overview

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.

Workplace type: Hybrid Working

Your day at NTT DATA

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.

You'll 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, identifying root causes of critical incidents and implementing 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.

Qualifications

• 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.

Key Responsibilities

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
• Performs necessary checks, applies monitoring tools and responds to alerts.
• Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail.
• Assists in analyzing, assigning, and escalating support calls.
• Investigates third line support calls assigned and identify the root cause of incidents and problems
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization including opportunities for automation of work.
• Coaches L2 teams for advance technical troubleshooting and behavioral skills.
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
• May work on implementing and delivering disaster recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications

• Bachelor\'s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• Relevant certifications depending on technology domain expertise such as (but not limited to) - CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.

Required experience

• Seasoned Managed Services experience handling complex Security Infrastructure.
• Seasoned experience required in Engineering function within a medium to large ICT organization.
• Seasoned working knowledge of ITIL processes.
• Seasoned experience working with vendors and/or 3rd parties.

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. Apply today.

Third parties fraudulently posing as NTT DATA recruiters

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