Security Managed Services Engineer - Barcelona, España - NTT

NTT

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?
This role may also contribute to / support on project work as and when required.

Working at NTT

Key Roles and Responsibilities:

Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA
Timely and consistent updates of tickets with resolution tasks performed
Proactively 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 forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem
Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers
Communicates with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and businessimpacting issues
Supports, tracks, and documents change implementation
Provides timely escalation of all tickets to management with ensuing updates, where applicable
Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks
Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices
Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
Coaches L1, L2, and L3 teams offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates, etc as required
May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
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 place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
Deep technical skills in relevant functions
Excellent client service orientation and passion for achieving or exceeding expectations

Academic Qualifications and Certifications:

Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
Relevant certifications depending on technology domain expertise such as
CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advanced technical certification like CCIE, CISSP.

Required Experience:

Advanced Managed Services experience handling complex Security Infrastructure
Advanced knowledge and experience in ticketing tools, preferably Service Now
Worked in multiple large Global Enterprise client outsourcing projects
Extensive vendor management experience
Advanced track record of effective shift left work management skills (moving work to junior levels)
Indepth experience and understanding of the IT industry and standards for IT service management
Advanced experience in more than one area of expertise
Advanced experience across Emerging technology and trends impacting IT operations

Skills Summary
Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, Managed Services Delivery, Root Cause Analysis Software, Scripting, Troublesho