Security Solution Engineer
3 weeks ago
About the Role
Job Description
We are seeking a highly motivated and experienced Security Managed Services Engineer to join our team at NTT DATA. As a Security Managed Services Engineer, you will be responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational.
Your Key Responsibilities
- Proactively monitor the work queues to identify and resolve technical incidents and problems in a timely manner.
- Perform operational tasks to resolve all incidents/requests within the agreed SLA, ensuring that all tickets are updated with resolution tasks performed.
- Identify, investigate, and 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, providing second-level support to all incidents, requests, and identifying the root cause of incidents and problems.
- Communicate with other teams and clients for extending support, executing 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.
- Escalate 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.
- Ability to work across various other resolver groups (internal and external) like Service Provider, TAC, etc.
- Identify problems and errors before they impact a client's service, providing assistance to L1 Security Engineers for better initial triage or troubleshooting.
- Lead and manage all initial client escalation for operational issues, contributing to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensure all changes are carried out with proper change approvals, planning and executing approved maintenance activities.
- Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
About You
As a Security Managed Services Engineer, you will have moderate level of relevant managed services experience handling Security Infrastructure, moderate level of knowledge in ticketing tools preferably Service Now, and moderate level of working knowledge of ITIL processes.
What We Offer
We offer a dynamic and challenging work environment, with opportunities for growth and development. If you are a motivated and experienced individual who is passionate about Security Managed Services, we encourage you to apply for this exciting opportunity.
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