Senior MS Engineer – Network Security

Overview

As a Cross Technology Managed Services Engineer (L2), you maintain clients’ IT infrastructure by monitoring, investigating, and resolving technical incidents and problems.

What you'll do

• Proactively monitor systems to identify, investigate, and resolve technical incidents and problems.
• Manage work queues and handle incidents and requests within agreed SLAs.
• Update tickets with the actions taken and log issues before they escalate.
• Collaborate with other teams and clients to provide second-level support and resolve problems.
• Execute changes with risk mitigation and contribute to change management documentation.
• Audit incident and request tickets for quality and recommend improvements and automation tasks.
• Handle client escalations and assist with disaster recovery functions and tests when necessary.

What you'll need

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and experience working with vendors and third parties.
• Ability to plan activities and projects while accounting for changing circumstances.
• Ability to work longer hours when necessary and adapt to changing circumstances.
• Proven ability to communicate effectively and work across different cultures and social groups.
• Bachelor’s degree in IT/Computing or equivalent work experience.

Details

• Workplace type: On-site.
• Location: Mumbai, India.