Security Managed Services Engineer (L2)

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

Ensure clients’ security infrastructures and systems remain operational by monitoring, identifying, investigating, and resolving incidents and requests within SLA. Manage work queues and maintain accurate ticket updates with resolution actions, while helping improve quality by auditing tickets and spotting trends. Support L1 triage and escalations, execute changes with approvals, and collaborate with automation teams to automate routine tasks and ensure smooth shift handovers.

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FursaFursa
NTT
NTT
1 month ago

Security Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Ensure clients’ security infrastructures and systems remain operational by monitoring, identifying, investigating, and resolving incidents and requests within SLA. Manage work queues and maintain accurate ticket updates with resolution actions, while helping improve quality by auditing tickets and spotting trends. Support L1 triage and escalations, execute changes with approvals, and collaborate with automation teams to automate routine tasks and ensure smooth shift handovers.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Monitor security systems and handle incidents and problems to restore service efficiently.
  • •Manage work queues, perform operational tasks, and update tickets with resolution actions.
  • •Audit incident and request tickets for quality, recommend improvements, and contribute to trend analysis for automation opportunities.
  • •Assist with initial client escalations and support L1 engineers in triage and troubleshooting.
  • •Execute changes responsibly with proper approvals, flag risks and mitigations, and support change management and maintenance documentation.

Key Requirements

  • •Experience in managed services handling security infrastructure and working knowledge of ticketing tools, preferably ServiceNow.
  • •Handle client requests or tickets with technical expertise and resolve them within agreed SLA.
  • •Proficiency in active listening, including paraphrasing and probing for more information.
  • •Strong planning and adaptability to changing conditions and shifting priorities.
  • •Bachelor’s degree in IT/Computing (or equivalent qualification) or relevant work experience.
Skills:Active listeningPlanningCommunicationAdaptabilityClient focus
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