EDR Analyst - L1

Role Overview: As a Security Managed Services Engineer (L1) at NTT DATA, you will be responsible for maintaining clients' firewall infrastructures, ensuring Service Level Agreements (SLAs) are met with zero missed conditions. Your role will involve handling standard and low-complexity incidents and service requests, monitoring client infrastructure, providing support through telephonic, ITSM ticket, or chat channels, and contributing to project work when required. Additionally, you will play a key role in identifying opportunities for work optimization and implementing disaster recovery functions. Key Responsibilities: - Monitor client infrastructure, quickly identify and investigate problems, and provide efficient resolutions for incidents and requests. - Handle standard and low-complexity incidents and service requests, ensuring SLAs are met without any missed conditions. - Schedule and perform maintenance activities like patching and configuration changes to optimize workflows. - Follow necessary handover procedures for shift changes and update knowledge articles for service continuity. - Identify opportunities for work optimization, including automation, request fulfillment, incident resolution, and other process improvements. - Assist in implementing and delivering disaster recovery functions and tests. Qualifications Required: - Entry-level experience in troubleshooting and providing support in security, network, data center, systems, or storage administration within a medium to large ICT organization. - Working knowledge of ITIL processes. - Skills in active listening techniques and handling tickets promptly as per defined SOPs. - Good understanding of using ITSM tools. - Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience. - Ability to communicate and work across different cultures and social groups. - Positive outlook, ability to perform well under pressure, and eagerness to work diligently. - Client-centric approach, always putting clients at the forefront of interactions. (Note: The additional details of the company were not provided in the job description) Role Overview: As a Security Managed Services Engineer (L1) at NTT DATA, you will be responsible for maintaining clients' firewall infrastructures, ensuring Service Level Agreements (SLAs) are met with zero missed conditions. Your role will involve handling standard and low-complexity incidents and service requests, monitoring client infrastructure, providing support through telephonic, ITSM ticket, or chat channels, and contributing to project work when required. Additionally, you will play a key role in identifying opportunities for work optimization and implementing disaster recovery functions. Key Responsibilities: - Monitor client infrastructure, quickly identify and investigate problems, and provide efficient resolutions for incidents and requests. - Handle standard and low-complexity incidents and service requests, ensuring SLAs are met without any missed conditions. - Schedule and perform maintenance activities like patching and configuration changes to optimize workflows. - Follow necessary handover procedures for shift changes and update knowledge articles for service continuity. - Identify opportunities for work optimization, including automation, request fulfillment, incident resolution, and other process improvements. - Assist in implementing and delivering disaster recovery functions and tests. Qualifications Required: - Entry-level experience in troubleshooting and providing support in security, network, data center, systems, or storage administration within a medium to large ICT organization. - Working knowledge of ITIL processes. - Skills in active listening techniques and handling tickets promptly as per defined SOPs. - Good understanding of using ITSM tools. - Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience. - Ability to communicate and work across different cultures and social groups. - Positive outlook, ability to perform well under pressure, and eagerness to work diligently. - Client-centric approach, always putting clients at the forefront of interactions. (Note: The additional details of the company were not provided in the job description)