**Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. **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. **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. + 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. **Required experience:** + Seasoned Managed Services experience handling complex Security Infrastructure. + 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. **Workplace type** **:** Hybrid Working **About NTT DATA** NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. **Equal Opportunity Employer** NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. **Third parties fraudulently posing as NTT DATA recruiters** NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us (global.careers@nttdata.com) .