Job Properties
  • Job Type
    Full-time Position
  • Category
    Software & Information Technology
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      November 24,2021
    • JSS
    • VISA
    • IMG_6430
    • Career Consultation
    • CV CHECK

    Service Operations Incident Manager

    Who we are:

    Irdeto is the world leader in digital platform security, protecting platforms and applications for video entertainment, video games, connected transport, connected health and IoT connected industries. Irdeto’s solutions and services enable customers to protect their revenue, create new offerings and fight cybercrime effectively. With more than 50 years of expertise in security, Irdeto’s software security technology and cyber-services protect more than six billion devices and applications for some of the world’s best-known and loved brands.

    People are Irdeto’s biggest strength and diversity is celebrated through an inclusive workplace, where everyone has an equal opportunity to drive innovation and support Irdeto’s success. With a unique heritage in security innovation, Irdeto is building a secure future where people can embrace connectivity without fear.

    The Role:

    The Service Operations Incident Manager (IM) provides post-sale technical support services to both internal & external customers, continuously working on ensuring their success within all supported products and services.

    The role is centered within Irdeto’s Technology team, the Centre of Excellence for Technology Advancement, Innovation, Market Intelligence, Service Operations, IT and DevOps. This team is dedicated to the continuous operational management of Irdeto’s products and services to ensure our products and business systems operate flawlessly in the cloud and on premises. It is within this environment that the IM delivers outstanding service to internal and external stakeholders.

    Your mission at Irdeto:

    • Coordinate and manage the Critical Incident Management process.
    • On call duty for out of hours incident management covering all Irdeto customers.
    • Drive a technical team of support engineers during Critical/Major Incidents.
    • Manage and monitor Incident progress resolution communication.
    • Ensure that all modes of communication are effectively used throughout the incident life cycle.
    • Communicate and translate business impacts status action plans and timelines during Critical/Major Incidents both at a technical and business level to leadership/stakeholders.
    • Continuously review, make recommendations, and improve the procedures used during Critical/Major Incidents.
    • Provide training for support engineers develop procedural manuals for various issues (troubleshooting guides resolution procedures etc.).
    • Be an Evangelist for the Incident Management Process.
    • Ad-hoc project ownership/input where incident management required.

    How you can add value to the team?

    • Completed Bachelor’s Degree in Computer Science or a related technical discipline or equivalent experience ability in solving complex problems within information technology software and infrastructure environments.
    • Particularly good understanding of Incident Management, Problem Management and Change Management processes.
    • Effective time management skills with the ability to work on multiple tasks simultaneously. Experience with prioritizing tasks due to shifting priorities, fluctuating workloads and deadline pressures.
    • Particularly good English communication skills (written and oral).
    • Experience with interacting with all levels of management both within the Company and Customer organization.
    • Business communication and acumen experience.
    • Knowledge which is beneficial but not required for the role:
      • Certification and/or Experience in: ITIL, AWS/Azure, Data Management tooling (e.g., Splunk), Project Management.
      • Coding, scripting, data visualization. (E.g., Python, Java).
      • Security, networking, cybersecurity experience: Technologies such as Stealth Watch, Tenable, Cisco etc.

    What you can expect from us:

    Irdeto is a people first organization where you can secure your future. Our values of Trust, Accountability, Agility and Innovation inform our culture. We believe in connecting people and developing careers with a strong focus on collaboration, creativity, health and happiness among our globally diverse workforce.

    In addition to competitive remuneration and extensive benefits we offer:

    • An international & multicultural environment where diversity and inclusivity are celebrated and embraced
    • Professional educational opportunities and training program
    • Innovation sabbatical
    • Volunteer Day
    • State of the art office space
    • On the job coaching and mentoring
    • Flexible work arrangements – via our Work Hard Anywhere policy.
    • Some of us run city marathons and even go on snowboarding trips together!
    • Casual Friday? Casual every day!
    • US$ 500 net for your home office setup after you passed your trial period
    • And many additional perks customized to global locations (canteen, fresh fruit, amazing coffee, parking, on-site gym, yoga room to name a few)

    With over 50 successful years of business innovation behind us, and an exciting digital and connected future ahead of us, Irdeto is a progressive company to join. We are looking for people who will keep us at the forefront of innovation and creativity.

    Welcome to Irdeto!

    Irdeto is proud to be an equal opportunity employer and we do not discriminate on identity or innate characteristics, instead we aim to build a diverse, inclusive culture where your talent counts.

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