NTT

4 months ago

Security Managed Services Engineer (L2)

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Last checked: 20 hours agoStatus: Live

Job Summary

Ensure clients’ security infrastructure and systems remain operational by monitoring, investigating, and resolving incidents within SLA. Manage ticket queues, update resolutions, and execute changes with proper approvals while flagging risks and mitigation plans. Provide second-level support and assist with initial client escalations, coordinating with L1 engineers and other teams. Partner with automation teams to optimize and automate routine work, and analyze tickets for quality and improvement opportunities.

Location: Indonesia

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Monitor, identify, investigate, and resolve technical incidents and problems to restore service efficiently within SLA.
•Handle client requests or tickets using technical expertise; manage work queues and update tickets with resolution actions.
•Provide second-level support and assist with initial client escalations, including triage and troubleshooting with L1 engineers.
•Execute changes responsibly, flag risks and mitigation plans, and ensure changes have proper approvals and documentation.
•Collaborate with automation teams to optimize and automate routine tasks, and analyze incident/request tickets for quality and trends.

Key Requirements

•Experience handling security infrastructure as part of managed services and working with ticketing tools, preferably ServiceNow.
•Ability to listen actively, using techniques like paraphrasing and probing to gather additional information.
•Strong planning skills to anticipate and adjust to changing circumstances.
•Excellent communication skills to engage effectively across different cultures and social groups.
•Bachelor’s degree in IT/Computing (or equivalent qualification) or relevant work experience.

Experience:Managed services

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

Website LinkedIn

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NTT