NTT

1 week ago

Security Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Ensure clients’ security infrastructures and systems stay operational by monitoring, investigating, and resolving incidents and requests within SLA targets. Manage queues, update tickets with resolution actions, and support second-level troubleshooting while escalating complex issues. Execute changes with proper approvals, assist in change management documentation, and partner with automation teams to improve and automate routine operations. Provide triage support to L1 engineers and contribute to ticket quality audits and trend analysis.

Location: Kolkata

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Monitor, identify, investigate, and resolve security incidents and problems to restore service efficiently within SLA.
•Manage work queues, perform operational tasks, and update tickets with resolution actions and communication to clients/teams.
•Execute and document changes responsibly, flag risks, and ensure proper approvals for maintenance and execution.
•Support second-level troubleshooting and assist L1 security engineers with triage and initial client escalations.
•Audit incident/request tickets for quality, recommend improvements, and contribute to trend analysis to find automation opportunities.

Key Requirements

•Experience in managed services supporting security infrastructure and knowledge of ticketing tools (preferably ServiceNow).
•Ability to handle client requests/tickets with active listening techniques such as paraphrasing and probing for details.
•Strong planning skills to anticipate and adjust to changing circumstances.
•Effective communication skills and ability to engage across different cultures and social groups.
•Bachelor’s degree or equivalent qualification in IT/Computing, or relevant work experience.

Experience:Managed servicesSecurityIT support

Education:Bachelor's in IT/Computing

Skills:Active listeningPlanningCommunicationAdaptabilityClient-focused mindset

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

Website LinkedIn

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NTT