Your day at NTT DATA<\/p>\n
\tAs a Security Managed Services Engineer (L3) at NTT DATA, you’ll be at the helm of ensuring our clients’ infrastructures are secure, robust, and running smoothly. Your day will involve proactively identifying and resolving technical incidents, performing necessary checks, and applying monitoring tools to keep everything in top shape. You’ll ensure that all assigned infrastructure at client sites is correctly configured, installed, tested, and operational from the start.
\n\tYou’ll dive deep into third-line support calls, uncovering the root causes of incidents and problems. daily, you’ll engage with clients, providing continuous feedback and updating them about their systems’ statuses. Your role is crucial in maintaining zero missed service level agreement (SLA) conditions, identify root cause of critical incidents and implement solutions for problems identified and You’ll handle tickets of high complexity, deliver advanced solutions, and contribute to operational improvements.
\n\tImportant responsibility is to create knowledge articles for frequent tasks\/issues and train junior team members in executing those tasks. Provide inputs to automation teams to reduce manual efforts.
\n\tAs a seasoned professional, you’ll lend your expertise to coach and mentor junior team members, especially on advanced technical troubleshooting and best practices. You may also manage and implement projects within your technology domain, ensuring timely and effective delivery in line with client requirements. From optimizing work processes to working on disaster recovery functions, you’ll play a key part in enhancing our service delivery.<\/p>\n
To thrive in this role, you need to have:<\/p>\n
\tProven experience handling complex security infrastructure within a managed services environment.
\n\tStrong background in IT engineering, preferably within medium to large ICT organizations.
\n\tDeep working knowledge of ITIL processes.
\n\tProficiency in planning activities and projects well in advance.
\n\tStrong client-focused approach, ensuring a positive client experience.
\n\tExcellent communication skills, with the ability to work across different cultures and social groups.
\n\tEffective listening skills and an ability to adapt to changing circumstances.
\n\tAbility to remain calm and positive under pressure, and willingness to work longer hours when necessary.
\n\tBachelor’s degree or equivalent qualification in IT\/Computing or equivalent work experience.<\/p>\n
Key Responsibilities:<\/p>\n
\tEnsures that assigned infrastructure at the client site is configured, installed, tested, and operational
\n\tPerforms necessary checks, apply monitoring tools and respond to alerts.
\n\tIdentifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail.
\n\tAssists in analyzing, assigning, and escalating support calls.
\n\tInvestigates third line support calls assigned and identify the root cause of incidents and problems
\n\tReports and escalates issues to 3rd party vendors if necessary.
\n\tProvides continuous feedback to clients and affected parties and update all systems and\/or portals as prescribed by the company.
\n\tProactively identifies opportunities for work optimization including opportunities for automation of work.
\n\tCoaches L2 teams for advance technical troubleshooting and behavioral skills.
\n\tMay manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
\n\tMay work on implementing and delivering disaster recovery functions and tests.
\n\tPerforms any other related task as required.<\/p>\n
Knowledge and Attributes:<\/p>\n
\tAbility to communicate and work across different cultures and social groups
\n\tAbility to plan activities and projects well in advance and takes into account possible changing circumstances.
\n\tAbility to maintain a positive outlook at work.
\n\tAbility to work well in a pressurized environment.
\n\tAbility to work hard and put in longer hours when it is necessary.
\n\tAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
\n\tAbility to adapt to changing circumstances.
\n\tAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.<\/p>\n
Academic Qualifications and Certifications:<\/p>\n
\tBachelor’s degree or equivalent qualification in IT\/Computing (or demonstrated equivalent work experience)
\n\tRelevant certifications depending on technology domain expertise such as (but not limited to) – CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.<\/p>\n
Required experience:<\/p>\n
\tSeasoned Managed Services experience handling complex Security Infrastructure.
\n\tSeasoned experience required in Engineering function within a medium to large ICT organization.
\n\tSeasoned working knowledge of ITIL processes.
\n\tSeasoned experience working with vendors and\/or 3rd parties.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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