Senior Security Engineer
日本電信電話株式会社
Bangalore, Karnataka, India
4d ago

Key Roles and Responsibilities :

Proactively monitors the work queues.

Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.

Update tickets with resolution tasks performed

Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.

Capture all required and relevant information for immediate resolution

Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Communicate with other teams and clients for extending support

Execute changes with clear identification of risks and mitigation plans to be captured into the change record

Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift

Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management

Work with automation teams for effort optimization and automating routine tasks

Coach Service Desk and L1 teams for technical and behavioural skills

Establish monitoring for client infrastructure

Identify problems and errors before they impact a client’s service

Lead and manages all initial client escalation for operational issues.

Contribute 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

Plan and execute approved maintenance activities

Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.

Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

Knowledge, Skills and Attributes :

Ability to communicate and work across different cultures and social groups

Ability to plans 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications :

Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)

Advantageous Certifications :

Up to date and relevant ITIL certification

At least one mid-Level certification relevant to CoE - Ex CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)

Good to have scripting knowledge such as Python, PERL

Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.

Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)

Cisco Certified Network Associate - Wireless (CCNA-WL)

Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)

Cisco Certified Network Associate - Security (CCNA-SEC)

Juniper Certifications

Meraki Certifications

MCSA, MCSE, RHEL, VCP

Citrix Metaframe

Cisco Certified Network Associate - Data Center (CCNA-DC)

Cisco Certified Network Associate - Video (CCNA-VID)

Cisco Certified Network Associate - Voice (CCNA-V)

Any of the above certifications is a plus. The MS Services Engineer (L2) is expected to gain certifications relevant to services supported.

Certifications carry additional weightage on candidate’s qualification for the role.

Required Experience :

Moderate years of relevant managed services experience

Moderate level knowledge in ticketing tools preferably Service Now

What will make you a good fit for the role?

Standard career level descriptor for job level :

  • Seasoned and experienced professional
  • Has full understanding of specialisation area
  • Resolves wide range of issues in creative ways
  • Fully qualified, career level, career journey-orientated
  • Uses good judgement in selecting tools and methods to solve problems
  • Networks with senior internal and external people in own area of expertise
  • Receives little instruction on day-to-day work, receives general instructions on new assignments
  • Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
  • or a PhD or equivalent degree without experience; or equivalent work experience

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