L2 Technical Engineer

at  NTT Data

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.

SHORT LIST OF SKILLS REQUIRED AS AN L2 SECURITY TREND SPECIALIST

Demonstrate strong logic, interpersonal and communication skills while working close with the Client Security team. Additional collaboration with technical engineers in Linux and Wintel space to drive positive outcomes.
Successfully resolve software technical issues related to Trend products on Server and End user compute fleets and eagerness to learn new technologies/skills
Maintain strong working knowledge of released products, take ownership for product improvement, and take part in technical trainings/deep dives

PRODUCT KNOWLEDGE

Microsoft Server 2012 /2016/2019/ 2022
Wintel Troubleshooting network connectivity
TrendMicro Apex Central
TrendMicro Cloud One
TrendMicro Vision One
TrendMicro Cloud App Security
TrendMicro Web Security
Training will be provided.
Frequently communicate to Vendors for 3rd party Support cases
Contribute to Knowledge Management Systems , utilizing Confluence

KNOWLEDGE AND SKILLS:

Superior customer and inter team service skills and proven success working directly with customers
Excellent communication and presentation skills, with strong written and verbal skills
Experience troubleshooting in a technical environment
Excellent analytical and problem-solving skills
Fundamental knowledge of information security products and technologies
Fundamental knowledge of networking
Fundamental knowledge and Experience of Windows server, and Linux
Understanding of SOC technology and methodologies
Workplace type:
On-site Working

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, analyses 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.
• Establishes monitoring for client infrastructure.
• Identifies problems and errors before they impact a client’s 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.