Endpoint Managed Services Engineer
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Job Description
Security Managed Services Engineer at NTT DATA ensuring clients' security infrastructure operations and resolving incidents efficiently. Collaborating with teams to provide second-level support and maintain quality assurance.
Responsibilities:
- Ensure that clients' security infrastructures and systems remain operational.
- Monitor, identify, investigate, and resolve technical incidents and problems.
- Handle client requests or tickets with technical expertise, ensuring they are resolved within the agreed service level agreement (SLA).
- Actively manage work queues, perform operational tasks, and update tickets with resolution actions.
- Log incidents promptly and provide second-level support, communicating effectively with other teams and clients.
- Execute changes responsibly, flag risks and mitigation plans, ensuring all changes have proper approvals.
- Work closely with automation teams to optimize efforts and automate routine tasks.
- Audit incident and request tickets for quality, recommending improvements, and contributing to trend analysis reports.
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 circumstances.
- Strong ability to communicate and engage across different cultures and social groups.
- Adaptability to changing conditions and flexibility in approach.
- Client-focused mindset, always putting their needs and positive experience first.
- A positive outlook and the ability to work well under pressure.
- Willingness to put in longer hours when necessary.
- Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.
Benefits:
- Equal Opportunity Employer
- Global culture that embraces diversity
- Providing an environment free of unfair discrimination and harassment
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