AddressAbout Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
Responsible for delivering the infrastructure to provide Sophos customers with customer-facing systems and cloud services. This includes monitoring the systems as part of a rotational 24/7, resolving issues, and following defined escalation paths.
What you will do
- Participate in a rotational schedule, ensuring 24/7 coverage, including weekends, to deliver timely and reliable support.
- Offer initial support for reported incidents or those identified through vigilant monitoring efforts.
- Collaborate closely with L2 and L3 support teams to address and resolve issues efficiently.
- Contribute to Root Cause Analysis (RCA) activities for issue detection and resolution improvement.
- Adhere to standard operating procedures while monitoring Infrastructure Services/Systems.
- Promptly acknowledge alerts and efficiently triage incidents through established processes.
- Apply documented first-level resolution procedures and follow escalation protocols for incidents.
- Serve as the primary point of contact for various Business Units, ensuring effective communication and support.
- Proactively identify application anomalies and escalate issues to the appropriate teams.
- Exhibit strong collaboration skills across business units, effectively communicating operational or technical issues and coordinating upcoming changes in the environment.
What you will bring
- Demonstrate proficient technical expertise in Amazon Web Services (AWS)
- Utilize monitoring tools such as CloudWatch, Logic Monitor, New Relic, Logz.io, and Grafana.
- Experience working in systems administration with Linux and Windows.
- Experience in IT Service Management tools such as ServiceNow and Jira.
- Understanding and hands-on experience in troubleshooting network connectivity issues, including a grasp of DNS and DHCP protocols.
- Understanding of one of the scripting languages, particularly Terraform and Python, to automate and enhance processes.
- Familiarity with networking concepts, including TCP/UDP and OSI Layers.
- Familiarity with container management tools like Docker and Kubernetes (K8s), indicating a grasp of modern application deployment practices
- Show adaptability to modern technologies, staying abreast of advancements in the ever-evolving tech landscape.
- Communicate effectively both verbally and in writing, ensuring clear and concise information exchange.
- Handle critical incidents with composure and efficiency, promptly troubleshooting and resolving them.
- Proactive mindset for self-development, staying current with industry trends and continuously expanding technical skill sets.
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Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
- Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.
