MS Engineer

1 month ago

Delhi, Delhi, India NTT Full time

About the Role

The Security Managed Services Engineer (L1) is an entry-level engineering position responsible for providing managed services to clients to ensure their Firewall infrastructure remains operational. The primary objective is to ensure zero missed service level agreement (SLA) conditions, focusing on first-line support for standard and low-complexity incidents and service requests.

Key Responsibilities:

  • Monitor client infrastructure and solutions.
  • Identify problems and errors prior to or when they occur.
  • Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
  • Investigate first-line incidents assigned and identify the root cause of incidents and problems.
  • Provide telephonic or chat support to clients when required.
  • Schedule maintenance activity windows for patching and configuration changes.
  • Follow the required handover procedures for shift changes to ensure service continuity.
  • Report and escalate incidents where necessary.
  • Ensure the efficient and comprehensive resolution of incidents and requests.
  • Update existing knowledge articles or create new ones.
  • Identify opportunities for work optimization, including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.
  • May also contribute to/support on project work as and when required.
  • May work on implementing and delivering Disaster Recovery functions and tests.
  • Perform any other related task as required.

Knowledge and Attributes:

  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance, and take 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).
  • CCNA or relevant level 1 Network Security certification is good to have. Certifications carry additional weight on a candidate's qualification for the role.

Required Experience:

  • Entry-level experience with troubleshooting and providing the support required in security/network/data center/systems/storage administration and monitoring services within a medium to large ICT organization.
  • Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (such as Security, Network, Data Centre, Telephony, etc.).
  • Working knowledge of ITIL processes.

About NTT DATA

NTT DATA is 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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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