NOC Analyst

Zoom • San Jose, CA

3d • Hybrid

About The Position

You will be part of the global NOC team responsible for keeping the Zoom services operational, and monitoring Infrastructure & AWS cloud technologies. Responsible for uptime of Zoom application & tools which is used to analyze the internal & external KPI/SLA metrics. Monitoring tools play a key role in identifying, detecting & resolving issues to help smooth operations. We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.

Requirements

• 3+ years experience in Incident management roles
• Operate ITSM workflows and processes to drive incidents to resolution
• Work with remote teams and communicate effectively across time zones
• Manage ticket queue, action item management and follow-up skills
• Bring documentation skills and proficiency with tools like Jira, Zoom Docs and Confluence
• Thrive in a fast-paced environment with excellent communication and interpersonal skills
• Work with cross-collaboration teams across the organization and possess good understanding of Data Center & Cloud technologies.

Responsibilities

• Monitoring system events/alerts and incident reports and escalate to technical teams for resolution.
• Serving as a first-level escalation point for all system-generated events/alerts and user-generated incidents and escalate them to appropriate teams based on defined procedures.
• Troubleshooting and gather critical information for system events/alerts and incident reports in order to ensure prompt investigation.
• Coordinating escalations to appropriate technical, professional, or service personnel for appropriate services, repairs, training, and follow-up.
• Working a rotating schedule including evenings, weekends, and holidays when needed.
• Collaborating in on-call support required.

Benefits

• As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed