Security Managed Services Engineer – L1
NTT DATA, Inc.
full-time
Posted on:
Location Type: Office
Location: Mumbai • India
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Tech Stack
About the role
- Ensure our Service Level Agreements (SLAs) are met with zero missed conditions.
- Monitor client infrastructure and solutions, quickly identifying and investigating problems and errors before or as they occur.
- Provide telephonic, ITSM ticket or chat support to clients, ensuring efficient and comprehensive resolutions of incidents and requests.
- Schedule maintenance activities like patching and configuration changes.
- Follow necessary handover procedures for shift changes to ensure service continuity.
- Update existing knowledge articles—or create new ones.
- Identify opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and other process improvements.
- Implement and deliver disaster recovery functions and tests.
Requirements
- Entry-level experience with troubleshooting and providing support in security, network, DATA centre, systems, or storage administration and monitoring services within a medium to large ICT organization.
- Working knowledge of ITIL processes.
- Skills in active listening techniques such as paraphrasing, probing for further relevant information, and refraining from interrupting.
- Highly disciplined in handling of tickets on day-to-day basis.
- Act promptly as per defined Sop’s.
- Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
- Good understanding of using ITSM tools.
- Ability to communicate and work across different cultures and social groups.
- Capacity to plan activities and projects well in advance, adapting to changing circumstances as needed.
- Positive outlook and ability to perform well under pressure.
- Eagerness to work diligently and extend hours when necessary.
- Client-centric approach, always putting clients at the forefront of interactions.
- Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingsecurity administrationnetwork administrationdata center administrationsystems administrationstorage administrationITIL processesincident resolutionautomationdisaster recovery
Soft skills
active listeningdisciplinecommunicationcultural awarenessplanningadaptabilitypositive outlookclient-centric approachproblem-solvingteam collaboration
Certifications
Bachelor's degree in IT/Computingequivalent qualification