Cybersecurity Service Delivery Specialist
2 weeks ago
We are seeking a highly skilled Cybersecurity Service Delivery Specialist to join our team. As a key member of our Security Managed Services team, you will be responsible for providing proactive monitoring, identification, investigation, and resolution of technical incidents and problems.
About the RoleThe primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This includes providing second-line support for incidents and requests with a medium level of complexity.
Key Responsibilities- Proactively monitor work queues to ensure timely resolution of incidents and requests.
- Perform operational tasks to resolve all incidents/requests within agreed SLA.
- Update tickets with resolution tasks performed.
- Identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Capture all required and relevant information for immediate resolution.
- Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extending support.
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follow the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Evaluate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Work with automation teams for effort optimization and automating routine tasks.
We are NTT DATA, a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. Our workplace culture emphasizes diversity and inclusion – it's a place where you can grow, belong, and thrive.
What You'll Need- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications relevant to services supported, with CCNA certification in must, CCNP in Security or PCNSE certification good to have.
- Moderate level of relevant managed services experience handling Security Infrastructure.
- Moderate level of knowledge in ticketing tools preferably Service Now.
- Moderate level of working knowledge of ITIL processes.
- Moderate level of experience working with vendors and/or 3rd parties.
Estimated Salary: $85,000 - $110,000 per year, depending on experience and qualifications.
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