SOC Engineer L1

Role Overview

Security Managed Services Engineer (L1) at NTT DATA. This is an entry-level, on-site role focused on maintaining client firewall infrastructures and delivering front-line security support.

Company Overview

NTT DATA is a $30+ billion business and technology services leader serving 75% of the Fortune Global 100. The company is one of the world's leading AI and digital infrastructure providers with capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. NTT DATA operates as a Global Top Employer with experts in more than 70 countries and is part of NTT Group, which invests over $3 billion annually in R&D.

Role Purpose

To maintain Service Level Agreements for client firewall infrastructures with zero missed conditions by monitoring infrastructure, identifying and investigating incidents, providing front-line support, and driving process optimization and automation opportunities.

Key Responsibilities

Monitoring and Incident Detection

• Monitor client infrastructure and solutions.
• Identify problems and errors prior to or when they occur.
• Routinely identify common incidents and opportunities for avoidance and general opportunities for incident reduction.

Incident Investigation and Resolution

• Investigate first-line incidents assigned and identify the root cause of incidents and problems.
• Ensure efficient and comprehensive resolutions of incidents and requests.
• Report and escalate incidents where necessary.

Client Support

• Provide telephonic, ITSM ticket, or chat support to clients when required.

Maintenance and Service Continuity

• Schedule maintenance activity windows for patching and configuration changes.
• Follow required handover procedures for shift changes to ensure service continuity.

Knowledge Management

• Update existing knowledge articles or create new ones.

Process Optimization

• Identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.

Additional Duties

• Contribute to and support project work as and when required.
• Implement and deliver disaster recovery functions and tests.
• Perform any other related tasks as required.

Qualifications & Experience

• Bachelor's degree or equivalent qualification in IT/Computing, or demonstrated equivalent work experience.
• Entry-level experience with troubleshooting and providing support in security, network, data center, systems, or storage administration and monitoring services within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (such as security, network, data center, or telephony).
• Working knowledge of ITIL processes.
• CCNA or relevant Level 1 Network Security certification is good to have; certifications carry additional weight on a candidate's qualification for the role.

Skills & Competencies

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance and account for 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 necessary.
• Ability to apply active listening techniques such as paraphrasing messages 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, understand their requirements, and create a positive client experience throughout the total client journey.

Additional Information

• Workplace type: On-site.
• NTT DATA is an Equal Opportunity Employer committed to providing an environment free of unfair discrimination and harassment based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.