Responsibilities
- As a Security Managed Services Engineer (L2) at NTT Data, your role will be to ensure that our clients' security infrastructures and systems remain operational.
- With a proactive approach, you'll monitor, identify, investigate, and resolve technical incidents and problems, restoring service efficiently.
- Your primary objective will be to handle client requests or tickets with technical expertise, ensuring they are resolved within the agreed service level agreement (SLA).
- You'll actively manage work queues, perform operational tasks, and update tickets with resolution actions.
- By identifying issues and errors early on, you'll log incidents promptly and provide second-level support, communicating effectively with other teams and clients to extend support when needed.
- Your role includes executing changes responsibly, flagging risks and mitigation plans, and ensuring all changes have proper approvals.
- Cooperative efforts are at the heart of this role. You'll work closely with automation teams to optimize efforts and automate routine tasks,



ensuring seamless handovers during shift changes.
- Your analytical skills will be key in auditing incident and request tickets for quality, recommending improvements, and contributing to trend analysis reports to identify automation opportunities.
- As a go-to for initial client escalations, you'll assist L1 Security Engineers with triage and troubleshooting, and support project work when required.
- Your contributions to the change management process will ensure thorough documentation, effective planning and execution of maintenance activities, and compliance with standard procedures.

Requirements
- Experience with managed services handling security infrastructure and working knowledge of ticketing tools, preferably ServiceNow.
- Proficiency in active listening, with techniques like paraphrasing and probing for further information.
- Excellent planning skills, able to anticipate and adjust to changing

📌 Senior MS Engineer, Security (Mumbai)
🏢 NTT DATA Business Solutions
📍 Mumbai