Security Managed Services Engineer (L2)

NTT
Chennai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Active listening","Planning","Communication","Client-focused mindset","Adaptability"]

Ensure clients’ security infrastructures and systems stay operational by monitoring, investigating, and resolving incidents and client requests within SLA. Manage ticket queues, log issues, and deliver second-level support, coordinating with other teams as needed. Execute approved changes, flag risks, and support documentation and change management. Partner with automation teams to optimize and automate routine tasks, and analyze ticket trends to recommend improvements. Provide triage assistance to L1 during escalations.

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FursaFursa
NTT
NTT
3 months ago

Security Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 days agoStatus: Live
Reposted: similar role first listed 2 years ago

Job Summary

Ensure clients’ security infrastructures and systems stay operational by monitoring, investigating, and resolving incidents and client requests within SLA. Manage ticket queues, log issues, and deliver second-level support, coordinating with other teams as needed. Execute approved changes, flag risks, and support documentation and change management. Partner with automation teams to optimize and automate routine tasks, and analyze ticket trends to recommend improvements. Provide triage assistance to L1 during escalations.
Location: Chennai
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.
  • •Handle client requests and tickets with technical expertise, ensuring resolution within agreed SLAs.
  • •Manage work queues, perform operational tasks, update tickets with resolution actions, and log incidents promptly.
  • •Assist with change execution responsibly, ensuring risks are flagged, mitigation plans are documented, and approvals are in place.
  • •Collaborate with automation teams to optimize and automate routine tasks, and audit tickets to recommend improvements and support trend analysis.

Key Requirements

  • •Experience in security managed services and incident handling, including working knowledge of ticketing tools (preferably ServiceNow).
  • •Proficiency in active listening methods such as paraphrasing and probing to gather more information.
  • •Excellent planning skills to anticipate and adjust to changing circumstances.
  • •Ability to communicate effectively and engage across different cultures and social groups.
  • •Bachelor's degree in IT/Computing or equivalent qualification, or relevant work experience.
Experience:Managed servicesSecurity operations
Education:Bachelor's in IT/Computing
Skills:Active listeningPlanningCommunicationClient-focused mindsetAdaptability
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