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As a Security Managed Services Engineer II at NTT DATA, you will be responsible for ensuring the operational integrity of clients' security infrastructures. This role requires a proactive approach to monitoring and resolving incidents, with a focus on client communication and collaboration with automation teams.
Job Responsibility:
Ensure the operational integrity of clients' security infrastructures and systems
Monitor, identify, investigate, and resolve technical incidents and problems
Handle client requests or tickets with technical expertise, ensuring they are resolved within the agreed service level agreement (SLA)
Actively manage work queues, perform operational tasks, and update tickets with resolution actions
Log incidents promptly and provide second-level support
Execute changes responsibly, flag risks and mitigation plans
Work closely with automation teams to optimize efforts and automate routine tasks
Audit incident and request tickets for quality, recommend improvements, and contribute to trend analysis reports
Assist L1 Security Engineers with triage and troubleshooting
Support project work when required
Contribute to the change management process
Requirements:
Experience with managed services handling security infrastructure
Working knowledge of ticketing tools, preferably ServiceNow
Proficiency in active listening, with techniques like paraphrasing and probing for further information
Excellent planning skills, able to anticipate and adjust to changing circumstances
Strong ability to communicate and engage across different cultures and social groups
Adaptability to changing conditions and flexibility in approach
Client-focused mindset, always putting their needs and positive experience first
A positive outlook and the ability to work well under pressure
Willingness to put in longer hours when necessary
Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience