Senior IT Specialist, Security
3 weeks ago
Overview
NTT DATA is seeking a highly skilled MS Engineer (L2) to join our team. As a key member of our security team, you will be responsible for providing managed services to clients, ensuring their IT infrastructure and systems remain operational.
Your Key Responsibilities
- Proactively monitor work queues and perform operational tasks to resolve incidents and requests in a timely manner.
- Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors.
- Provide second-level support to incidents, requests, and identify root causes.
- Communicate with other teams and clients for extended support and execute changes with clear identification of risks and mitigation plans.
- Follow shift handover processes and escalate tickets as needed.
- Work with automation teams for effort optimization and automate routine tasks.
- Coach Service Desk and L1 teams for technical and behavioral skills.
- Establish monitoring for client infrastructure and identify problems before they impact service.
- Lead and manage initial client escalations for operational issues.
- Audit and analyze incident and request tickets for quality and recommend improvements.
- Produce trend analysis reports for identifying tasks for automation.
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