MS Technical Specialist

4 days ago

Bengaluru, Karnataka, India NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Security Managed Services Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, aware of clients high level and low level security architecture and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

This role may also contribute to / support on project work as and when required.

What you'll be doing

Key Roles and Responsibilities:

  • Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
  • Performs necessary checks, apply monitoring tools and respond to alerts
  • Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail
  • Assists in analysing, assigning, and escalating support calls
  • Investigates third line support calls assigned and identify the root cause of incidents and problems
  • Reports and escalates issues to 3rd party vendors if necessary
  • Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
  • Proactively identifies opportunities for work optimization including opportunities for automation of work
  • Coaches L2 teams for advance technical troubleshooting and behavioural skills
  • May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
  • May work on implementing and delivering Disaster Recovery functions and tests


Knowledge, Skills and Attributes:

  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurized environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  • Relevant certifications depending on technology domain expertise such as
  • CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.


Required Experience:

  • Seasoned Managed Services experience handling complex Security Infrastructure
  • Seasoned experience required in Engineering function within a medium to large ICT organisation
  • Seasoned working knowledge of ITIL processes
  • Seasoned experience working with vendors and/or 3rd parties

Workplace type:

Hybrid Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

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