SOC manager

As the SOC Manager at Irdeto, you will oversee the SOC 2nd line engineers and the SOC team leads of the 1st line, ensuring the smooth operation of the Service Operations Center (SOC). You will be responsible for leading SOC operations, creating and promoting a strategic vision that is aligned with the company's needs and goals, and ensuring exceptional service delivery to both internal and external customers. Your role will involve managing incidents, developing best practices, and fostering a culture of continuous improvement and excellence within the SOC.  

Key Responsibilities:  

• Leadership and Management: Manage the SOC 2nd line engineers and oversee the SOC team leads of the 1st line, ensuring effective team performance and collaboration. 
• Daily Operations: Lead the daily operations of the SOC, ensuring efficient and effective service delivery. 
• Strategic Vision and Innovation: Develop and implement a strategic vision for the SOC that aligns with the company's goals and innovate where possible to improve the SOC’s services 
• ITIL Event Management: Oversee the management and review of operational incidents, requests, changes, and escalations for product and engineering teams. You will also be required to work closely with the Process and Data Manager to ensure the proper operations processes are being followed. 
• Best Practices: Develop, advocate, and implement operational best practices, standards, and processes. 
• Team Coordination: Organize, plan, and manage team schedules, including vacations, Jira projects, and the 24x7 on-call rotation for the 2nd line. 
• Mentorship and Development: Coach and mentor team members on technical items, provide improvement recommendations, and ensure continuous professional development. 
• Objective Setting: Collaborate with the department director to set team objectives, resource and training requirements, and project schedules. 
• Customer Interaction:  Maintain strong relationships with customers, field experts, technicians, and other relevant parties. 
• Performance Reporting: Engage in periodic performance reporting and auditing of the SOC team based on key metrics and data-centric criteria. 
• Tool Suite Support: Provide administration and maintenance support for SOC tools (e.g., Splunk, Grafana, AWS CloudWatch, Pingdom, whenIwork). 
• Continuous Improvement: Drive continuous improvement initiatives, including automation, product onboarding, service transitions, and project management. Work closely with the Cloud Operations Quality Manager. 
• Training and Development: Ensure comprehensive training and development programs for SOC 1st and 2nd line teams. 
• Cost Management: Monitor and manage cloud costs, ensuring cost-effective operations. 
• Documentation: Ensure the production of quality and timely documentation for all SOC processes and procedures.  

Experience Needed:  

• Cloud Environments: 3+ years of experience working in AWS cloud environments. 
• DevOps Development: Great understanding of DevOps practices and deployment standards 
• Team Management: 2+ years of experience managing or leading a team. 
• Monitoring Tools: 3+ years of experience with application performance monitoring, log aggregation, and analysis tools (e.g., Prometheus, Grafana, Splunk, Loki, Elasticsearch). 
• ITIL Processes: Familiarity with ITIL processes and their application in SOC operations. 
• Communication Skills: Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of management. 
• Customer Focus: Strong customer focus and the ability to maintain positive customer relationships. 
• Team Player: A collaborative team player with a coaching mentality. 
• Continuous Improvement: A strong willingness to learn, improve, and drive innovation. 
• Communication Skills: Fluent written and verbal English communication skills.  

Education:  

• Degree: Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related technical discipline, or equivalent work experience in IT.