Security Managed Services Engineer (L2) at NTT Ltd.

Your day at NTT DATA

• The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational.
• Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, this role is able to restore service to clients.
• The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity.
• The Security Managed Services Engineer (L2) may also contribute to / support on project work as and when required.

Key Responsibilities
Technical Support & Operations

• Serve as an L2 technical escalation point for security-related incidents and operational issues.
• Monitor, manage, and support enterprise security infrastructure to ensure optimal performance and availability.
• Perform advanced troubleshooting and problem resolution across network security technologies.
• Investigate and remediate security and network-related incidents within agreed service levels.
• Conduct root cause analysis and implement corrective actions to prevent recurrence of issues.

Security Platform Administration

• Administer, maintain, and support security technologies including: Fortinet FortiGate and associated security solutions Palo Alto Networks security platforms Check Point security technologies
• Perform firewall administration, including policy reviews, rule management, optimization, and troubleshooting.
• Manage security configurations and ensure adherence to security standards and best practices.
• Support system upgrades, patching, and maintenance activities.

Change & Service Management

• Implement approved changes within customer environments in accordance with established change management processes.
• Participate in incident, problem, and change management activities.
• Ensure all activities are properly documented and performed in line with operational procedures.
• Support service improvement initiatives and contribute to operational excellence.

Governance & Compliance

• Operate within formal IT Service Management (ITSM) frameworks and security governance processes.
• Maintain compliance with incident, problem, change, and security management standards.
• Ensure technical documentation is current, accurate, and aligned with operational requirements.

Required Skills and Experience
Technical Expertise

• Strong hands-on experience with: Fortinet FortiGate and Fortinet Security Solutions Palo Alto Networks Firewalls and Security Platforms Check Point Security Solutions
• Extensive knowledge of: Enterprise firewall administration and management Security policy creation, implementation, and optimization Network security concepts and best practices VPN technologies, NAT, routing, and network protocols Threat detection, analysis, and remediation
• Experience supporting enterprise production environments within a Managed Services environment.

Operational Experience

• Experience working within: Incident Management Change Management Problem Management Security Governance processes
• Demonstrated ability to independently troubleshoot and resolve complex technical incidents.
• Strong analytical and root cause investigation capabilities.
• Experience working within SLA-driven operational environments.

Qualifications
Minimum Qualifications

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Engineering, or a related field.
• Relevant industry certifications such as: Fortinet NSE / FCP Certifications Palo Alto Networks Certified Network Security Engineer (PCNSE) Check Point Certified Security Administrator (CCSA) or equivalent

Preferred Qualifications

• ITIL Foundation Certification.
• Additional cybersecurity certifications.
• Experience within a Managed Security Services Provider (MSSP) or Managed Services environment.

Key Competencies

• Strong problem-solving and analytical skills.
• Ability to work independently and make sound technical decisions.
• Excellent communication and stakeholder engagement skills.
• Detail-oriented with strong documentation skills.
• Ability to perform effectively under pressure in a fast-paced operational environment.
• Strong customer service and service delivery focus.
• Commitment to continuous learning and professional development.