Network Security Engineer (L2) Palo Alto
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Job Summary
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 its a place where you can grow belong and thrive.
As a Network Security Engineer (L2) at NTT DATA your role will be to ensure that our clients security infrastructures and systems remain operational. With a proactive approach youll monitor identify investigate and resolve technical incidents and problems restoring service efficiently. Your primary objective will be to handle client requests or tickets with technical expertise ensuring they are resolved within the agreed service level agreement (SLA).
Youll actively manage work queues perform operational tasks and update tickets with resolution actions. By identifying issues and errors early on youll log incidents promptly and provide second-level support communicating effectively with other teams and clients to extend support when needed. Your role includes executing changes responsibly flagging risks and mitigation plans and ensuring all changes have proper approvals.
Collaborative efforts are at the heart of this role. Youll work closely with automation teams to optimize efforts and automate routine tasks ensuring seamless handovers during shift changes. Your analytical skills will be key in auditing incident and request tickets for quality recommending improvements and contributing to trend analysis reports to identify automation opportunities.
As a go-to for initial client escalations youll assist L1 Security Engineers with triage and troubleshooting and support project work when required. Your contributions to the change management process will ensure thorough documentation effective planning and execution of maintenance activities and compliance with standard procedures.
- 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 logs 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.
- Ability to work across various other resolver group (internal and external) like Service Provider TAC etc.
- Identifies problems and errors before they impact a clients service.
- Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
- 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.
- 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.
- Bachelors degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications relevant to services supported. Certifications carry additional weightage on the candidates qualification for the role: Palo Alto Network Security Analyst Palo Alto Security Service Edge Engineer or Palo Alto SD-WAN Engineer.
- English: fluent (Mandatory).
- Moderate level of relevant managed services experience handling Security Infrastructure.
- Moderate level of knowledge in ticketing tools preferably Service Now.
- Moderate level of working knowledge of ITIL processes.
- Moderate level of experience working with vendors and/or 3rd parties.
Workplace type:
Remote WorkingAbout NTT DATA
NTT DATA is a $30 billion business and technology services leader serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the worlds leading AI and digital infrastructure providers with
unmatched capabilities in enterprise-scale AI cloud security connectivity data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group which invests over $3 billion each
year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age race colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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Required Experience:
IC
About Company
NTT drives innovation globally with human-centered technology, creating a connected future for people and communities.
