Cross Technology Service Delivery Field Support Engineer (L2) - Security Engineer Job at NTT DATA (Makati)

Job Description

The Cross Technology Service Delivery Security Support Engineer (L2) role at NTT DATA involves ensuring the operational efficiency of client IT infrastructure through proactive monitoring and incident resolution. This is a developing engineering role, responsible for providing a managed service to clients.

Job Responsibility

Provide a managed service to clients to ensure their IT infrastructure and systems remain operational
Proactively monitor, identify, investigate, and resolve technical incidents and problems to restore service
Proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA)
Contribute to / support on project work as and when required
Monitor client infrastructure and solutions
Identify problems and errors prior to or when they occur
Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
Investigate first line incidents assigned and identify the root cause of incidents and problems
Fulfill approved requests following agreed procedures
Provide telephone or chat support to clients when required
Execute approved maintenance activities including patching and configuration changes
Report and escalate incidents where necessary
Ensure the efficient and comprehensive resolutions of incidents and requests
Proactively identify opportunities for work optimization
Update existing knowledge articles or create new ones
Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities
Execute changes with clear identification of risks and mitigation plans to be captured into the change record
Work across various other resolver group (internal and external) like Service Provider, TAC, etc.
Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
May work on implementing and delivering disaster recovery functions and tests

Requirements

Minimum 4 to 6 years of total experience
Minimum 2 to 3 years as a Network Security support resource
Degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Required certification: Check Point Certified Security Administrator (CCSA) or Check Point Certified Expert (CCSE) or Check Point Certified Cloud Specialist (CCCS) or Check Point Certified VSX Specialist or Check Point Certified Maestro Expert or Cisco Certified Network Associate - Enterprise or Cisco Certified Network Associate - Security or Cisco Certified Network Professional – Enterprise or Cisco Certified Network Professional – Security
Experience with troubleshooting and providing support in security/network/data center/systems/monitoring Services within a medium to large ICT organization
Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Center, Telephony, Exchange, Cloud, Backup, etc.)
Handled security products like Firewalls, Cloud Security and SASE (i.e Check Point NGFW, Check Point CloudGuard, Check Point Harmony, etc.)

Nice to have

Any of the listed certifications is a plus
The MS – Services Engineer (L2) is expected to gain certifications relevant to services supported
Certifications carry additional weight on a candidate’s qualification for the role

What we offer

Workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive
Part of a global company that is a $30+ billion business and technology services leader
Committed to accelerating client success and positively impacting society through responsible innovation
Global Top Employer with experts in more than 50 countries
Equal Opportunity Employer with a global culture that embraces diversity

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Cross Technology Service Delivery Field Support Engineer (L2) - Security Engineer

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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