Security Managed Services Engineer (L2)

What you'll be doing

Key Roles and Responsibilities:

• Proactively monitors the work queues

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

• Updates tickets with resolution tasks performed

• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner

• Captures all required and relevant information for immediate resolution

• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems

• Communicates with other teams and clients for extending support

• Executes changes with clear identification of risks and mitigation plans to be captured into the change record

• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift

• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management

• Works with automation teams for effort optimization and automating routine tasks

• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc

• Identifies problems and errors before they impact a client’s service

• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting

• Leads and manages all initial client escalation for operational issues

• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items

• Ensures all changes are carried out with proper change approvals

• Plans and executes approved maintenance activities

• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles

• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

• May also contribute to / support on project work as and when required

• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills 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)

• Certifications relevant to services supported. Certifications carry additional weightage on the candidate’s qualification for the role

• CCNA certification in must, CCNP in Security or PCNSE certification is good to have.

Required Experience:

• Moderate level years of relevant managed services experience handling Security Infrastructure

• Moderate level knowledge in ticketing tools preferably Service Now

• Moderate level working knowledge of ITIL processes

• Moderate level experience working with vendors and/or 3rd parties

Industries:Computer & Network Security, Management Consulting, Mechanical Or Industrial Engineering