Security Managed Services Engineer (L2)
$62,400–$62,400 year
On-siteNagpur, Maharashtra, India or Mumbai, Maharashtra, India
Job Summary
Monitor, investigate, and resolve technical incidents to ensure client security infrastructures remain operational. Handle client requests and tickets with technical expertise, restoring service efficiently while adhering to agreed service level agreements. Manage work queues, perform operational tasks, update tickets with resolution actions, and execute changes responsibly with proper approvals. Assist L1 Security Engineers with triage and troubleshooting, collaborate with automation teams to optimize efforts, and audit tickets for quality. Log incidents promptly, communicate effectively with clients and other teams, and contribute to trend analysis reports to identify automation opportunities.
Required Qualifications
- Experience with managed services handling security infrastructure
- Working knowledge of ticketing tools, preferably ServiceNow
- Proficiency in active listening, with techniques like paraphrasing and probing for further information
- Excellent planning skills, able to anticipate and adjust to changing circumstances
- Strong ability to communicate and engage across different cultures and social groups
- Adaptability to changing conditions and flexibility in approach
- Client-focused mindset, always putting their needs and positive experience first
- A positive outlook and the ability to work well under pressure
- Willingness to put in longer hours when necessary
- Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience
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