Cyber Tech Operations Level 2 Engineer

Fiserv•Coral Springs, NJ

3d•Onsite

About The Position

As a Cyber Tech Operations Level 2 Engineer, you will provide senior operational engineering support for cybersecurity platforms and services across production and hybrid environments. This role sits between Level 1 operations, platform teams, engineering teams, service owners, and incident response leadership to keep services stable, supportable, measurable, and ready for daily execution. You will handle escalated platform and service issues, validate operational readiness, build repeatable processes for Level 1 and Level 1.5 support teams, improve monitoring and runbook quality, and serve as an Incident Manager during major incidents involving cybersecurity platforms or service availability. You will also support cloud-based and containerized services, including environments that use AWS, Azure, Google Cloud Platform, Kubernetes, and container technologies.

Requirements

6+ years of experience in platform engineering, infrastructure operations, cybersecurity technology operations, production support, or service operations supporting enterprise-scale platforms and services.
3+ years of experience supporting Windows, Linux, and Mac OS environments, including system health, access paths, service dependencies, patching, troubleshooting, and operational readiness activities.
3+ years of experience supporting cloud or hybrid infrastructure environments, including AWS, Azure, Google Cloud Platform, containers, Kubernetes, integrations, monitoring, and service reliability activities.
3+ years of experience using scripting, automation, or configuration tools such as PowerShell, Python, Bash, Ansible, Terraform, or similar technologies to improve operational support, repeatable execution, and service reliability.
3+ years of experience with ticketing, workflow management, service request handling, incident management, change coordination, problem management, and cross-functional operational support.
Experience using Jira and Confluence to manage operational work, document runbooks and SOPs, track service readiness, maintain support processes, and provide visibility into team execution.
3+ years of experience with ITIL, service management practices, operational acceptance criteria, escalation management, production support processes, or related operational governance frameworks.
6+ years of an equivalent combination of educational background, related experience, and/or military experience.

Nice To Haves

Experience in the financial services industry.
CISA, CISM, CISSP, CCSP, cloud, infrastructure, automation, or similar certifications.
Coding or software development knowledge is welcome, including familiarity with application logic, APIs, source control, CI/CD concepts, or the ability to read and troubleshoot code in support of platform and service operations.

Responsibilities

Provide advanced operational support for cybersecurity platforms and services, including production support, service health, incident triage, change validation, patching, vulnerability remediation, configuration assurance, and recurring operational checks.
Investigate and resolve escalated platform and service issues across cybersecurity tools, infrastructure dependencies, monitoring workflows, access paths, integrations, and service availability concerns.
Act as an Incident Manager during major incidents involving cybersecurity platforms or supported services by coordinating response activities, driving technical engagement, maintaining clear communications, tracking decisions, and ensuring follow-through to resolution and post-incident review.
Develop, maintain, and improve operational runbooks, SOPs, troubleshooting guides, decision trees, process diagrams, evidence requirements, and escalation paths so Level 1 and Level 1.5 teams can execute repeatable work with consistency.
Partner with Level 1 analysts, Level 1.5 resources, service owners, platform teams, engineering teams, and automation teams to identify operational gaps, reduce recurring issues, and improve service readiness before work is transitioned into steady-state support.
Validate monitoring, alerting, dashboarding, ticket routing, CMDB support group alignment, service ownership, and operational acceptance criteria for newly onboarded or materially changed cybersecurity platforms and services.
Support cloud and hybrid platform operations across AWS, Azure, and Google Cloud Platform, including operational support for containers, Kubernetes, cloud integrations, access patterns, monitoring, troubleshooting, and service reliability activities.
Create and maintain operational metrics, service health reporting, coverage reporting, hygiene tracking, incident trends, change validation evidence, and readiness status updates for leadership and service owners.