NTT - MS Security Engineer (3-7 yrs)

Job Title : MS Security Engineer

Location : Mumbai, Navi Mumbai

Experience : 3-7 years

Job Description :

Key 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, analyzes issues and errors prior to or when they occur, and log 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.

- Coaches Service Desk and L1 teams for technical and behavioural skills.

- Establishes monitoring for client infrastructure.

- Identifies problems and errors before they impact a clients service.

- 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.

- 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.

Additional skills proficiency such as (but not limited to) :

- Pulse Secure SSL VPN

- Virtual Juniper, Palo Alto, Fortinet Firewalls

- Cisco Nexus switches, ASR and ISR routers

- Cisco ACS, ISE

- Meraki switches and access points

- Enterprise network architecture

- Common routing protocols: BGP,OSPF, EIGRP

- Network address translation

- Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits

- Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor