Position: Security Engineer (L2)KeyRoles and Responsibilities:Proactively monitors the work queues.Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.Update tickets with resolution tasks performedIdentify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolutionProvide second level support to all incidents, requests and identify the root cause of incidents and problemsCommunicate with other teams and clients for extending supportExecute changes with clear identification of risks and mitigation plans to be captured into the change recordFollow the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shiftEscalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to managementWork with automation teams for effortoptimizationand automating routine tasksCoach Service Desk and L1 teams for technical and behavioural skillsEstablish monitoring for client infrastructureIdentify problems and errors before they impact a client's serviceLead and manages all initial client escalation for operational issues.Contribute to thechange managementprocess 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 approvalsPlan and execute approved maintenance activitiesAudit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets andoptimizationof effortKnowledge, Skills and Attributes:Good understanding of network routing and switchingGood understanding of security principlesAbility tocommunicate and work across different cultures and social groupsAbility toplans activities and projects well in advance, and takes into account possible changing circumstancesAbility tomaintain a positive outlook at workAbility towork well in a pressurized environmentAbility towork hard and put in longer hours when it is necessaryAbility toapplyactive listeningtechniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility toadapt to changing circumstancesAbility toplace client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyStrong documentation and report writingAbility touse reporting to trend and provide insight to risksAbility towork collaboratively as one team across different business areasSolid understanding of networking and networksGood understanding andappreciationof technical design and business principlesDemonstratesproject managementand administration abilityGood project skills which are demonstrated in the execution of installations and other assignmentsDemonstratecustomer engagementskillsDemonstrate relevant domain specialist knowledgeGood verbalcommunication skillsClient focused and display a proactive approach to solving problemsAbility towork under pressureAdvantageousCertifications:Palo Alto Checkpoint Cisco Cloud certifications (Azure, AWS)ITIL Foundation#Dimension datacareers Skills Summary Cloud Security, Firewalls, Local Area Network (LAN), Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), TCP/IP Networking What will make you a good fit for the role?AcademicQualifications:Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Fortinet NSE 4Cisco CCNA or higherSecurity+Workplace type:Equal Opportunity EmployerNTT is proud to be an Equal Opportunity Employer with a global culture that embracesdiversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
