Incident Manager

Who we are:

Irdeto is the world leader in digital platform cybersecurity, empowering businesses to innovate for a secure, connected future. Building on over 50 years of expertise in security, Irdeto s 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 to empowering a secure world where people can connect with confidence.

With teams and offices around the world, Irdeto s 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.

he Role: Incident Manager

The Irdeto Incident Manager (IM) provides post-sale technical support services to both internal & external customers, continuously working on ensuring their success with 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 Major 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 incidents 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 to 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 is required.

How can you add value to the team?

• Minimum 3+ years of experience in a related or similar IT / Cloud technology environment.
• Completed bachelors degree in computer science OR a related technical discipline OR equivalent experience ability in solving complex problems within information technology software and infrastructure environments beneficial.
• 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 of 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 Cloud Providers
  • Data Management tooling (e.g., Splunk)
  • Project Management
  • Coding, scripting, data visualization.
  • E.g., Python, JAVA.
  • Web request / Mgt API knowledge
  • Security, networking, cybersecurity experience.
  • Technologies like - Stealth Watch, Tenable, Cisco...

What you can expect from us:

Our people and culture are the heart of our business, and our values of Trust, Accountability, Agility and Innovation inform what we do, and how we work. We believe in investing in our talented employees and promote collaboration, creativity and innovation, health and well-being across our global workforce.

• In addition to competitive remuneration and extensive benefits we offer:
• An international and multicultural environment where diversity and inclusivity are celebrated and embraced.
• Professional educational opportunities and training program.
• Innovation sabbatical.
• Volunteer Day.
• Flexible work arrangements - via our Work Hard Anywhere policy.
• US$ 500 net for your home office setup after you passed your trial period.
• Health Insurance benefits.
• Recognition Awards and E-cards

Irdeto encourages applications from people with disabilities, as we provide accommodation on request of the candidates that take part in all aspects of the selection processes.

Welcome to Irdeto!

Irdeto is proud to be an equal opportunity employer.

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