Security Managed Services Engineer (L2)

NTT
Mumbai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Active listening","Communication","Planning","Adaptability","Client-focused"]

Ensure clients’ security infrastructures and systems remain operational by monitoring, investigating, and resolving incidents and problems. Handle client requests/tickets within SLA, manage work queues, update tickets with resolution actions, and execute changes with proper approvals. Partner with automation teams to optimize and automate routine tasks, support L1 escalations, and analyze ticket trends to recommend improvements and reduce repeat issues.

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FursaFursa
NTT
NTT
2 months ago

Security Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Ensure clients’ security infrastructures and systems remain operational by monitoring, investigating, and resolving incidents and problems. Handle client requests/tickets within SLA, manage work queues, update tickets with resolution actions, and execute changes with proper approvals. Partner with automation teams to optimize and automate routine tasks, support L1 escalations, and analyze ticket trends to recommend improvements and reduce repeat issues.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Monitor, identify, investigate, and resolve security incidents and problems to restore service efficiently.
  • •Manage client requests/tickets using technical expertise and ensure resolution within SLA.
  • •Update tickets with resolution actions and log incidents promptly when issues/errors are identified.
  • •Support change management activities with proper documentation, approvals, and compliance with standard procedures.
  • •Assist L1 triage/escalations, collaborate with automation teams for routine-task automation, and analyze ticket data to recommend improvements.

Key Requirements

  • •Experience in managed services for security infrastructure and working knowledge of ticketing tools, preferably ServiceNow.
  • •Proficiency in active listening techniques such as paraphrasing and probing to gather more information.
  • •Strong planning skills to anticipate and adjust to changing circumstances.
  • •Ability to communicate effectively across cultures and social groups while engaging clients.
  • •Bachelor’s degree or equivalent IT/computing qualification (or relevant work experience).
Education:
Skills:Active listeningCommunicationPlanningAdaptabilityClient-focused
Tech Stack:ServiceNow

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn