Security Managed Services Engineer (L3)

Overview

As a Security Managed Services Engineer (L3), you will ensure clients' security infrastructure is secure, robust, correctly configured, tested and operational. You will provide advanced technical support, resolve complex incidents and problems, and improve service delivery.

What you'll do

• Proactively identify and resolve technical incidents.
• Perform necessary infrastructure checks and apply monitoring tools.
• Ensure assigned infrastructure at client sites is correctly configured, installed, tested and operational from the start.
• Handle third-line support calls and uncover the root causes of incidents and problems.
• Engage with clients, provide continuous feedback and update them about their systems' statuses.
• Maintain zero missed service level agreement (SLA) conditions.
• Identify the root cause of critical incidents and implement solutions for identified problems.
• Handle high-complexity tickets and deliver advanced solutions.
• Contribute to operational improvements and optimize work processes.
• Create knowledge articles for frequent tasks and issues.
• Train, coach and mentor junior team members on task execution, advanced technical troubleshooting and best practices.
• Provide inputs to automation teams to reduce manual efforts.
• Manage and implement projects within your technology domain in line with client requirements.
• Work on 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.
• Willingness to work longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience.

Details

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