Security Managed Services Engineer

Join NTT DATA and be part of a team that pushes the boundaries of what's possible. We are recognized for our technical excellence, leading innovations, and our commitment to making a difference for our clients and society. Our inclusive workplace is designed for growth, belonging, and thriving.

As a Security Managed Services Engineer (L1) in Chennai, you will play a crucial role in an entry-level position focused on the upkeep of our clients' firewall infrastructures. Your primary responsibility will be to ensure strict adherence to Service Level Agreements (SLAs) without any missed conditions. You will serve as the first line of support, managing standard and low-complexity incidents and service requests, and contributing to project work as needed.

Your daily tasks will involve monitoring client infrastructure and solutions to promptly identify and investigate potential problems and errors. You will provide essential support to clients via telephone, ITSM tickets, or chat, ensuring efficient and thorough resolutions for all incidents and requests. By scheduling critical maintenance activities, such as patching and configuration changes, you will contribute to a proactive approach in managing and optimizing workflows.

You will adhere to established handover procedures during shift changes to guarantee service continuity and maintain and update existing knowledge articles, or create new ones. A significant aspect of your role will be identifying opportunities for process optimization, including the automation of tasks, request fulfillment, incident resolution, and other workflow improvements. You may also be involved in the implementation and execution of disaster recovery functions and tests.

To excel in this role, you will need:

• Entry-level experience in troubleshooting and providing support for security, network, data center, systems, or storage administration and monitoring services within a medium to large ICT organization.
• A working knowledge of ITIL processes.
• Proficiency in active listening techniques, including paraphrasing, probing for relevant information, and avoiding interruptions.
• Exceptional discipline in managing daily tickets and acting promptly according to defined Standard Operating Procedures (SOPs).
• The ability to resolve a high volume of tickets using available knowledge articles or provided SOPs.
• A good understanding of ITSM tools.
• Strong communication skills for effective collaboration across diverse cultures and social groups.
• The capacity to plan activities and projects in advance while remaining adaptable to changing circumstances.
• A positive attitude and the ability to perform well under pressure.
• A diligent work ethic and willingness to extend working hours when necessary.
• A client-centric approach, prioritizing client needs in all interactions.
• A Bachelor's degree or equivalent qualification in IT/Computing, or demonstrated equivalent work experience.

This is an on-site working position in Chennai.