NTT

2 months ago

Security Managed Services Engineer (L2)

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Last checked: 21 hours agoStatus: Live

Job Summary

Ensure clients’ security infrastructures and systems remain operational by monitoring, investigating, and resolving incidents and problems. Manage client tickets within SLA targets, update resolution actions, and execute changes with proper approvals. Identify early issues, provide second-level support, and triage/escalate client concerns while supporting L1 engineers. Collaborate with automation teams, audit ticket quality, recommend improvements, and contribute to trend analysis and change management documentation.

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, restoring service efficiently.
•Handle client requests/tickets with technical expertise and resolve within agreed SLA targets.
•Manage work queues, update tickets with resolution actions, and log incidents promptly.
•Provide second-level support and assist L1 Security Engineers with triage and troubleshooting for initial client escalations.
•Collaborate on automation to optimize routine tasks, audit ticket quality, and contribute to trend analysis and change management documentation.

Key Requirements

•Experience handling security infrastructure in managed services with ticketing tools, preferably ServiceNow.
•Proficiency with active listening techniques (e.g., paraphrasing and probing) to gather information effectively.
•Excellent planning skills to anticipate and adjust to changing circumstances.
•Strong communication skills across different cultures and social groups.
•Bachelor’s degree in IT/Computing (or equivalent qualification) or relevant work experience.

Experience:Managed servicesSecurity

Education:Bachelor's in IT/Computing (or equivalent)

Skills:Active listeningCommunicationPlanningClient focusWork under pressure

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