Security Managed Services Engineer (L3)

Overview

Security Managed Services Engineer (L3) responsible for keeping client security infrastructure secure, robust and operational, handling complex incidents and third-line support.

What you'll do

• Proactively identify and resolve technical incidents, perform necessary checks, and apply monitoring tools to keep client infrastructure in top shape.
• Ensure all assigned infrastructure at client sites is correctly configured, installed, tested and operational from the start.
• Dive deep into third-line support calls to uncover root causes of incidents and problems.
• Engage with clients daily, providing continuous feedback and updating them on system status.
• Maintain zero missed service level agreement (SLA) conditions.
• Identify root cause of critical incidents and implement solutions for problems identified.
• Handle tickets of high complexity, deliver advanced solutions and contribute to operational improvements.
• Create knowledge articles for frequent tasks and issues, and train junior team members in executing those tasks.
• Provide inputs to automation teams to reduce manual effort.
• Coach and mentor junior team members, especially on advanced technical troubleshooting and best practices.
• Manage and implement projects within your technology domain, ensuring timely and effective delivery in line with client requirements.
• Work on optimizing work processes and disaster recovery functions.

What you'll need

• Proven experience handling complex security infrastructure within a managed services environment.
• Strong background in IT engineering, preferably within medium to large ICT organizations.
• Deep working knowledge of ITIL processes.
• Proficiency in planning activities and projects well in advance.
• Strong client-focused approach, ensuring a positive client experience.
• Excellent communication skills, with the ability to work across different cultures and social groups.
• Effective listening skills and an ability to adapt to changing circumstances.
• Ability to remain calm and positive under pressure, and willingness to work longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience.

Details

• Workplace type: Hybrid.
• Location: Bangalore, India.