The Security Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients.
The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, aware of client's high level and low-level security architecture and provides resolution to a diverse range of complex problems.
This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
The Security Managed Services Engineer (L3) may also contribute to / support on project work as and when required.
Job Description
Key Responsibilities:
Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
Performs necessary checks, apply monitoring tools and respond to alerts.
Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail.
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Assists in analyzing, assigning, and escalating support calls.
Investigates third line support calls assigned and identify the root cause of incidents and problems
Reports and escalates issues to 3rd party vendors if necessary.
Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
Proactively identifies opportunities for work optimization including opportunities for automation of work.
Coaches L2 teams for advance technical troubleshooting and behavioral skills.
May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
May work on implementing and delivering disaster recovery functions and tests.
Performs 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 takes 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)
Relevant certifications depending on technology domain expertise such as (but not limited to) - CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.
Seasoned experience required in Engineering function within a medium to large ICT organization.
Seasoned working knowledge of ITIL processes.
Seasoned experience working with vendors and/or 3rd parties.
Job Advert
Your day at NTT DATA
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.
You'll 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 and 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 professional, 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.
To thrive in this role, you need to have:
Proven experience handling complex security infrastructure within a managed services environment.
Strong 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.
Strong 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.
Work Experience
Primary Skill : Zscaler, ZIA, ZPA
Secondary Skill : Load Balancer
Location: Bangalore
Expereince : - 7 + yrs
Notice period : Immediate to 30 days
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