01Overview
Job Summary
As a Security Managed Services Engineer (L3) at NTT DATA, you'll be at the helm of ensuring our clients' infrastructures are secure, robust, and running smoothly. Your day will involve proactively identifying and resolving technical incidents, performing necessary checks, and applying monitoring tools to keep everything in top shape. You'll ensure that all assigned infrastructure at client sites is correctly configured, installed, tested, and operational from the start.
Responsibilities
Dive deep into third-line support calls, uncovering the root causes of incidents and problems.
Daily, you'll engage with clients, providing continuous feedback and updating them about their systems' statuses.
Your role is crucial in maintaining zero missed service level agreement (SLA) conditions; identify root cause of critical incidents and implement solutions for problems identified.
You'll handle tickets of high complexity, deliver advanced solutions, and contribute to operational improvements.
Important responsibility is to create knowledge articles for frequent tasks/issues and train junior team members in executing those tasks.
Provide inputs to automation teams to reduce manual efforts.
As a seasoned skilled, you'll lend your expertise to coach and mentor junior team members, especially on advanced technical troubleshooting and best practices.
You may also manage and implement projects within your technology domain, ensuring timely and effective delivery in line with client requirements.
From optimizing work processes to working on disaster recovery functions, you'll play a key part in enhancing our service delivery.
Requirements
Proven experience handling complex security infrastructure within a managed services workplace.
Robust background in IT engineering, preferably within medium to large ICT organizations.
Deep working knowledge of ITIL processes.
Proficiency in planning activities and projects well in advance.
Robust client-focused approach, ensuring a positive client experience.
Excellent communication skills, with the ability to work across different cultures and social groups.
Effective listening skills and an ability to adapt to changing circumstances.
Ability to remain calm and positive under pressure, and willingness to work longer hours when necessary.
Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience.
Workplace type On-site .
