Secops Engineer; L3

The Secops Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Survey Tip:
In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer’s problem cannot be resolved directly by first-level resources.

They will develop, coordinates and executes policies, methods and procedures, and supervises personnel; when assigned as an expert, performs work requiring a very high level of technical knowledge of a specific area or ability to integrate at a high level the knowledge of several areas, manages and provides technical leadership of projects involving large-scale, complex and highly analytical tasks. Positions at this level are distinguished from Senior Engineers, in that the latter performs more specific and small-scale, though complex, analytical tasks.

Work is performed within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives, and in applying concepts, plans and strategies which may deviate from traditional methods and practices. Serves as a lead technical contact and systems integrator for large complex deployments, with a focus on securing vulnerabilities and reducing risk of system and/or asset compromises.

Job Description Key Roles and Responsibilities:

● Ensure that assigned infrastructure at the client site is configured, installed, tested and operational

● Perform necessary checks, apply monitoring tools and respond to alerts

● Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail

● Assist in analysing, assigning and escalating support calls

● Investigate third line support calls assigned and identify the root cause of incidents and problems

● Report and escalate issues to 3rd party vendors if necessary

● Provide onsite technical support to clients and provide field engineering services to clients

● Expected to take ownership of relevant technologies according to domain or specialization.

● Conduct monthly random review of incidents and service requests, analyze and recommend improvement in quality

● Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT

● Proactively identify opportunities for work optimization including opportunities for automation

Knowledge, Skills and Attributes:

● Ability to communicate and work across different cultures and social groups

● Ability to plans activities and projects well in advance, and takes into account possible changing circumstances

● Ability to maintain a positive outlook at work

● Ability to work well in a pressurized environment

● Ability to work hard and put in longer hours when it is necessary

● Ability to apply active listening…