Security Managed Services Engineer (L2)

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

Ensure client security infrastructure and systems remain operational by monitoring, identifying, investigating, and resolving incidents and problems. Handle client tickets within SLA, manage work queues, update resolutions, and execute approved changes. Provide second-level support, assist L1 engineers with triage and escalation, and support change management documentation and maintenance planning. Collaborate with automation teams, audit tickets for quality, and analyze trends to recommend improvements and automation opportunities.

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FursaFursa
NTT
NTT
1 week ago

Security Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Ensure client security infrastructure and systems remain operational by monitoring, identifying, investigating, and resolving incidents and problems. Handle client tickets within SLA, manage work queues, update resolutions, and execute approved changes. Provide second-level support, assist L1 engineers with triage and escalation, and support change management documentation and maintenance planning. Collaborate with automation teams, audit tickets for quality, and analyze trends to recommend improvements and automation opportunities.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Monitor, identify, investigate, and resolve technical security incidents and problems to restore service efficiently.
  • •Manage client requests/tickets with technical expertise and resolve within agreed SLA, updating resolution actions.
  • •Execute operational tasks, manage work queues, and log incidents promptly when issues/errors are identified.
  • •Assist with triage and troubleshooting for initial client escalations and provide second-level support when needed.
  • •Collaborate with automation and change management processes to ensure approved, documented maintenance and improvement actions.

Key Requirements

  • •Experience handling security infrastructure in managed services and working knowledge of ticketing tools, preferably ServiceNow.
  • •Ability to use active listening techniques (paraphrasing and probing) to gather accurate details.
  • •Excellent planning skills to anticipate and adjust to changing circumstances.
  • •Strong communication skills and ability to work effectively across different cultures and social groups.
  • •Bachelor’s degree in IT/Computing (or equivalent qualification) or relevant work experience.
Experience:Managed services
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
WebsiteLinkedIn