Senior MS Engineer, Security

5 months ago

Mumbai, India NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the MS Engineer (L2) are able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity.

Radford reference:

"Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set."

What you'll be doing

Key Roles and Responsibilities:

Proactively monitors the work queues.Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.Update tickets with resolution tasks performedIdentify, Investigate, analyse 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 resolutionProvide second level support to all incidents, requests and identify the root cause of incidents and problemsCommunicate with other teams and clients for extending supportExecute changes with clear identification of risks and mitigation plans to be captured into the change recordFollow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shiftEscalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to managementWork with automation teams for effort optimization and automating routine tasksCoach Service Desk and L1 teams for technical and behavioural skillsEstablish monitoring for client infrastructureIdentify problems and errors before they impact a client’s serviceLead and manages all initial client escalation for operational issues.Contribute 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. Ensures all changes are carried out with proper change approvalsPlan and execute approved maintenance activitiesAudit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

Knowledge, Skills and Attributes:

Ability to communicate and work across different cultures and social groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications:

Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous Certifications:

Up to date and relevant ITIL certificationAt least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)Good to have scripting knowledge such as Python, PERLGood to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)Cisco Certified Network Associate - Wireless (CCNA-WL)Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)Cisco Certified Network Associate - Security (CCNA-SEC)Juniper CertificationsMeraki CertificationsMCSA, MCSE, RHEL, VCPMS-IIS ServerCitrix MetaframeCisco Certified Network Associate - Data Center (CCNA-DC)Cisco Certified Network Associate - Video (CCNA-VID)Cisco Certified Network Associate - Voice (CCNA-V)

Any of the above certifications is a plus. The MS – Services Engineer (L2) is expected to gain certifications relevant to services supported. Certifications carry additional weightage on candidate’s qualification for the role.

Required Experience:

Moderate years of relevant managed services experienceModerate level knowledge in ticketing tools preferably Service NowMinimum 3 year experience hands on Firewalls, Cisco ASA is preferred.Firewall ACL configuration and troubleshooting.NAT/PAT and Port forwarding configuration and troubleshooting.IPSec tunnel creation and troubleshootingCisco Anyconnect and Fortinet SSL VPN creation and troubleshootingFirewall Firmware UpgradeFirewall Config backup and restorationFirewall Initial configuration and hardeningFirewall log analysisUTM Policy and Object CreationAdvance routing feature configuration ie. BGP and OSPFMulticast configuration on the FirewallSDWAN Configuration on Fortigate (Good to have)

Workplace type:

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, colour, 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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