Senior MS Security engineer

Overview

Security Managed Services Engineer (L2) responsible for keeping clients' security infrastructures and systems operational by monitoring, investigating and resolving technical incidents and problems within agreed SLAs.

What you'll do

• Monitor, identify, investigate and resolve technical incidents and problems to restore service efficiently.
• Handle client requests and tickets with technical expertise, resolving them within the agreed service level agreement (SLA).
• Actively manage work queues, perform operational tasks and update tickets with resolution actions.
• Identify issues and errors early, log incidents promptly and provide second-level support.
• Communicate effectively with other teams and clients and extend support when needed.
• Execute changes responsibly, flag risks and mitigation plans, and ensure all changes have proper approvals.
• Work closely with automation teams to optimize efforts and automate routine tasks, ensuring seamless handovers during shift changes.
• Audit incident and request tickets for quality, recommend improvements and contribute to trend analysis reports to identify automation opportunities.
• Act as the go-to for initial client escalations and assist L1 Security Engineers with triage and troubleshooting.
• Support project work when required.
• Contribute to the change management process, ensuring thorough documentation, effective planning and execution of maintenance activities, and compliance with standard procedures.

What you'll need

• Experience with managed services handling security infrastructure.
• Working knowledge of ticketing tools, preferably ServiceNow.
• Proficiency in active listening, with techniques like paraphrasing and probing for further information.
• Excellent planning skills, able to anticipate and adjust to changing circumstances.
• Strong ability to communicate and engage across different cultures and social groups.
• Adaptability to changing conditions and flexibility in approach.
• Client-focused mindset, always putting their needs and positive experience first.
• A positive outlook and the ability to work well under pressure.
• Willingness to put in longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.

Details

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