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Make an impact with NTT DATA

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Your day at NTT DATA

The NTT Managed Services Team is a dynamic and high performing team supporting NTT’s client in a Managed / Outsourced Environment.

Your role is to perform a variety of 4th level engineering activities to enable the delivery of complete Integrated Services Management across all ITIL disciplines, being Service Desk, Incident Management, Problem Management, Configuration Management, Change Management and Release Management.

This includes applying your analytical, reasoning & specialized technical expertise to investigate, isolate and rectify network incidents, identify the root cause and undertake problem management activities. You will also be required to use these same skills to implement complex, large scale network changes within a structured change management framework, to perform release management and configuration management tasks in line with an ITIL compliant operations delivery structure.

To do this you will need to acquire a solid understanding of the NTT’s Integrated Services Management Operation “end-to-end”, to gain a thorough understanding of the customer’s specific business operations and how these apply to each of the specific ITIL disciplines. It is this specific customer knowledge that will assist you to fulfil your duties and ensure you are an effective and autonomous member of the team.

You will need to demonstrate a high level of commitment, initiative, and ability in your work. You should be a motivated self-starter with proven abilities to get the job done. You should possess excellent communication skills, a strong IT background and be able to use these skills to deliver services within the ITIL driven Integrated Services Management environment.

You will be required to participate in the provision of on-call functions on a rotational basis. You will also be required to perform network changes outside of normal business hours within time frames that are specified to reduce disruption to the customers business.

What you'll be doing

Key Roles and Responsibilities:

• Accept, manage, and update service requests to ensure contracted Service Level Agreements are met.

• Provide remote technical support and Escalations within Managed Services’ ITIL aligned service delivery processes including Incident Management, Problem Management, Configuration Management, Change Management and Release Management.

• Manage, own and co-ordinate the technical resolution of incidents either remotely or onsite utilizing Field Engineering resources.

• Action P1 or Major incident escalation right away.

• Manage day-to-day operations of reviewing SIEM alert and other vulnerability management tools. Ensure that all the various environments within the Client have adequate scans and assessments performed.

• Plan, coordinate and implement complex network changes within customer specified change windows, adhering to a predefined ITIL change management framework. This will include liaising with the customer, third party suppliers, vendors and partners to ensure minimal disruption to thecustomer’s day-to-day business operations, and the provision of aseamless, coordinated delivery of services.

• Plan, coordinate and execute release management activities within customer specified change windows, adhering to a predefined ITIL release management framework plan, coordinate and execute configuration management activities within customer specified change windows, adhering to a predefined ITIL configuration management framework plan, coordinate and execute life-cycle management activities within customer specified change windows, adhering to a predefined ITIL life cycle management framework Identity Known Errors and document these within the Known Errors Database.

• Maintain detailed knowledge of the clients’ environment(s), where applicable, by maintaining and updating relevant documentation such as Network Diagrams, Configuration Databases along with the process and procedural documentation.

• Provide proactive, constant and clear communication on the status of incident/problem resolution between the client, NTT, and any other 3rd party supplier and vendors.

• Escalate issues affecting the delivery of service to management.

• Conduct technical workshops for L3 & L2 engineers on regular basis.

• Understand and manage the requirements of being part of a 24x7 on-call operation, including but not limited to, shift hand-over, operational advice, guidance, support, and escalation.

• Mentor the team members and guide them to grow in their roles and provide technical escalation support.

• Understand the scope, delivery mechanisms and processes of all relevant Services delivered by Managed Services.

• Execution of the Managed Services business plan and strategies relating to Engineering.

• Facilitate effective and appropriate communication to all stakeholders to meet SLAs and expectations.

• Participate in the timely execution of our Business Continuity Plan.

• Develop Service Improvement Plans continuously.

• Proactively invest time in self-education and provided training to ensure a comprehensive and current understanding of our tools, processes and the people that support our customers and our business.

• Proactively support career development plans and KPIs.

Education, Training and Experiences:

• Technical

Mandatory

• At least 10 - 15 years of experience in a technical support environment working with Firewall - Cisco, Juniper, Checkpoint, Palo Alto, Proxy - BlueCoat, Zscalar and f5 security products.

• Experience in Security Incident management and response, with hand-on exp on SIEM tools mainly Splunk Enterprise SIEM/Logging.

• Experience Cyber Security operations involving Security alert triage, threat hunting, vulnerability assessment.

• Analyse and perform fine-tuning of SIEM rules/policies on regular basis.

• Cisco CCNP/CCIE Security certified with good working experience in supporting Cisco ASA, FTD/IPS, ISE, AnyConnect VPN.

• Strong knowledge to support, maintenance and troubleshoot any incident and request on Cisco ASA/Firepower/FTD, Cisco ISE, Juniper SRX in the complex enterprise environment.

• Experience in supporting Web gateway technology from Zscaler ZIA, Symantec bluecoat web gateway.

• Experience in supporting and strong knowledge on VPN technologies from Cisco Any Connect and Zscaler ZPA.

• Experience in managing Compliance management tools like Firemon, Skybox, AlgoSec.

• Good knowledge of routing and switching protocols.

• Vulnerability Management solution like Qualys and Tenable experience.

• Experience in managing Security Incidents detect and response, with knowledge of Mitre Attack and NIST framework.

Desirable

• Knowledge of Mitre framework.

• Security Tools for AlgoSec, and SIEM solutions Splunk, RSA envision.

• Vulnerability Management tools like Tenable and Qualys.

• Experience in managing Compliance management tools like Firemon, Skybox, AlgoSec.

• Experience in supporting Splunk Log search head, running query.

• Experience in managing Security Incidents detect and response, Threat hunt capability with knowledge of Kill chain methodology.

• Experience in triaging Threat feeds and work towards mitigation and simulation exercise.

• Experience in reviewing the vulnerability, product bug reports and relating its impact to Client’s environment

Personal Attributes and Skills Required:

Business, Customer Service, etc

• Ability to lead the technical investigation, speak to the client in the incident discussion, clearly articulate the problem/incident statement and technical details.

• Experience in managing large customers with multiple data centers and sites.

• Strong team player collaborates with teammates and contributes towards team success.

• Ability to work in a challenging and constantly changing environment.

• Display a willingness to persevere with difficult tasks.

• Demonstrate resourcefulness and sound judgement.

• Contribute to maintaining knowledge base/playbooks by updating procedural documentation. Actively participate in process improvement with other team members and Wider team.

• Good aptitude to learn and adapt to new security technology.

• Strong customer service focus with an understanding of client expectations.

• Strong communication- verbal, writing and interpersonal skills.

• Demonstration of NTT’s core values of Proactively, Teamwork, Professional Excellence, Partnership, and Personal Commitment.

• High level of initiative, accountability, attention to detail and ability to follow process particularly Change Management.

Workplace type :

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.