O pozici
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.
Co budeš dělat
- As a Network Security Engineer (L2) at NTT DATA, your role will be to ensure that our clients' security infrastructures and systems remain operational. With a proactive approach, you'll monitor, identify, investigate, and resolve technical incidents and problems, restoring service efficiently.
- Your primary objective will be to handle client requests or tickets with technical expertise, ensuring they are resolved within the agreed service level agreement (SLA).
- You'll actively manage work queues, perform operational tasks, and update tickets with resolution actions.
- By identifying issues and errors early on, you'll log incidents promptly and provide second-level support, communicating effectively with other teams and clients to extend support when needed.
- Your role includes executing changes responsibly, flagging risks and mitigation plans, and ensuring all changes have proper approvals.
- You'll work closely with automation teams to optimize efforts and automate routine tasks, ensuring seamless handovers during shift changes.
- Your analytical skills will be key in auditing incident and request tickets for quality, recommending improvements, and contributing to trend analysis reports to identify automation opportunities.
- As a go-to for initial client escalations, you'll assist L1 Security Engineers with triage and troubleshooting, and support project work when required.
- Your contributions to the change management process will ensure thorough documentation, effective planning and execution of maintenance activities, and compliance with standard procedures.
- 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 focused 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.
Koho hledáme
- Candidate must be based in Spain or Czech Republic with valid work permit.
Benefity
- This is a fully remote role .
