SOC Analyst

Please note: This role will be flexible working and may require to work outside usual business hours and weekends.

You’ll be part of the Service Operations Centre Team in Kerv Collaboration & Compliance. Collaboration & Compliance helps organisations stay connected, productive and on the right side of regulation in an increasingly digital world. They ensure people can communicate seamlessly across voice, video, messaging and mobile, while also helping businesses capture, manage and protect critical data. It’s where user experience meets governance, keeping teams enabled and organisations secure.

This position is responsible for the maintenance, development and the configuration of a banks Voice recording (VFC platform) is a managed service, hosted within the banks environment. The position will directly interface with our customers along with internal support teams/service managers/project managers.

• The responsibility of the SOC analyst is to register and classify received incidents and to undertake an immediate effort to restore a failed IT service as quickly as possible.
• Provide support to clients via Telephone / Email / Chat / Remote access.
• Pro‑active monitoring and system health checks of customers voice recording infrastructure.
• Incident Management: own incident and problem management, ensure that incident tickets are tracked and updated correctly, focus on SLA’s and customer communication.
• Capture and analysis of system logs and alarms.
• Liaison and escalation for technical support including internal Tier 2/3 teams and manufacturer when appropriate.
• Management and administration of Voice recording and data capture products, ability to understand the solution and provide first line support.
• Maintain our Company database and ITSM platform with up‑to‑date records and auditable work logs.
• Assist in Troubleshooting and problem diagnosis on system and network technologies impacting the platform – recurring incidents or software bugs.
• Perform rollouts of software updates and maintenance patches into production during scheduled maintenance windows.
• Occasional flexibility to adjust shift start/end times to meet business needs.

• Detail‑oriented and highly organized person, ability to juggle multiple priorities and parallel projects;
• Must demonstrate a track record of self‑motivation with a thirst for learning and understanding new technology.
• Successful completion of Kerv background screening process including, but not limited to, employment verifications, criminal background check;

• Understanding of network administration and configuration of IP and VoIP/Data networks.
• Knowledge of Windows operating systems, application deployment and troubleshooting.
• Knowledge of SIP/RTP in telephony communication.
• Network Routing and protocols, NAT, TCP/IP, DNS, HTTP, SMTP.
• Understanding of database technology:
  Microsoft SQL or MySQL.
• Knowledge of VPN technologies and remote connection tools.
• Exposure to ITIL framework
• Previous experience in a technical helpdesk, IT support, or service desk role

• Location:
  
  Cardiff, United Kingdom.
• Shift rota plan (24/7 operation).
• You may be required to work outside of your normal rota to meet operational needs.