Senior IT Specialist, Security

3 weeks ago


Mumbai, Maharashtra, India NTT DATA Full time
About the Role

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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