SOC 2nd Line Engineer

Who we are:

Irdeto is the world leader in digital platform cybersecurity empowering businesses to innovate for a secure connected on over 50 years of expertise in securityIrdetos services and solutions protect revenue enable growth and fight cybercrime in video entertainment video games and connected industries including transport health and infrastructure. Irdeto is the security partner dedicated toempoweringasecureworld where people can connect with confidence.

With teams and offices around the world Irdetos greatest asset is its people - our diversity is celebrated through an inclusive workplace where everyone has an equal opportunity to drive innovation and contribute to Irdetos success.

Role Description:

As a SOC 2nd Line Engineer at Irdeto you will provide advanced technical support to both internal and external customers
ensuring the success of all supported products and services. You will join Irdetos centralized Technology team the Centre of
Excellence for Technology Advancement Innovation Market Intelligence Cloud Operations and IT. This team is dedicated to the
continuous operational management of Irdetos products and services ensuring flawless operations in the cloud and on-premises.

Key Responsibilities:

• Incident and Problem Management: Coordinate and manage the Major Incident & Problem Management (stemming from
  Major incidents) process including on-call duty for out-of-hours response and technical 2nd line support.
• Operational Process Evangelism: Promote the Incident Management process onboarding processes and continuously
  review and improve our SOC procedures.
• Operational Change Control: Responsible for conducting reviews for change requests for the monitoring communication
  and support thereof.
• Weekly Upgrades and Support: Ensuring that the Irdetos product (MultiDRM) upgrades are available and ready for our 1st
  line SOC engineers to be executed on a weekly basis using the automated pipelines. Support the SOC 1st line in projects
  requests upgrades etc during the work week for seamless operational continuity.
• Onboarding: Drive and support each customer and project onboarding in the SOC to be ready for production launch.
• Best Practices: Develop and advocate operational best practices and standards.
• Mentorship: Coach and mentor team members on technical items and improvements.
• Customer Interaction: Maintain contact with customers field experts technicians and other relevant parties.
• Development: Development of existing operational tooling such as our gen-AI SOC Bot smart dashboards and
  automation for our request and incident workflows.
• Monitoring Tool Suite Support: Provide administration and maintenance support for monitoring tools (e.g. Grafana AWS
  CloudWatch On-call Pingdom etc).
• Troubleshooting: Perform environmental troubleshooting with SOC engineers to quickly resolve issues.
• Continuous Improvement: Work on procedure development documentation automation product onboarding service
  transitions and projects.
• Communication: Ensure effective communication throughout the incident lifecycle translating business impacts status
  action plans and timelines to leadership/stakeholders.
• Training: Provide training for 1st line engineers develop procedural manuals and arrange product/service training to keep
  up to date with supported technologies.

Experience Needed:

• AWS Cloud: 2 years experience in AWS cloud environments.
• Cloud Technologies: Good experience with Kubernetes troubleshooting docker lambda terraform etc.
• Monitoring Tools: Extensive experience with monitoring log aggregation and analysis tools (e.g. Prometheus Grafana
  Splunk Loki Elasticsearch).
• Support Experience: Prior 1st line support experience is advantageous.
• ITIL Process: Good understanding of ITL processes: Incident Management Problem Management and Change
  Management processes.
• Project Management & Tools: Experience project management and tooling such as Jira or other project/task tools.
• Scripting: Good scripting experience in APIs Bash and Python.
• Ticketing Systems: Knowledge of Fresh Service or other ticketing systems.
• Communication Skills: Good communication and interpersonal skills with the ability to interact with all levels of
  management and customers.
• Customer Focus: Strong customer focus.
• Team Player: A true team player.
• Continuous Improvement: Willingness to continuously improve skills and gain expertise.
• Language: Fluent written and verbal English communication skills

Education:

• Degree: Bachelors or Masters degree in Computer Science or a related technical discipline or equivalent experience.

What you can expect from us:

We invest in our talented employees and promote collaboration creativity and innovation while supporting health and well-being across our global workforce. In addition to competitive remuneration we offer:

• A multicultural and international environment where diversity is celebrated
• Professional education opportunities and training programs
• Innovation sabbaticals
• Volunteer Day
• State-of-the-art office spaces
• Additional perks tailored to local offices (e.g. on-site gyms fresh fruit parking yoga rooms etc.)

Equal Opportunity at Irdeto

Irdeto is proud to be an equal opportunity employer. All decisions are based on qualifications and business needs and we do not tolerate discrimination or harassment. We welcome applications from individuals with diverse abilities and provide accommodation during the hiring process upon request.

If youre excited about this role but dont meet every qualification we encourage you to apply. We believe diverse perspectives and experiences make our teams stronger.

Welcome to Irdeto!