NOC Surveillance Analyst

RingCentral•Denver, CO

About The Position

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. We’re currently looking for: NOC Surveillance Analyst to join our Network Operations Center during the 3 rd (Overnight) shift. Job Description Monitor production networks to detect system issues and/or alarms. Investigate alarms and issues accordingly based on RingCentral’s Standard Operating Procedures. Swiftly resolve issues or escalate issues to the appropriate owning department for further attention. Provides analysis and support in escalation tickets for complex VOIP/Voice, data, or system issues. Promptly enters new data and updates into multiple ticketing systems; ensuring accurate and up-to-date information including steps taken to troubleshoot or resolve issues. Implement disaster recovery procedures to prevent or limit system downtime. Professionally triage with business partners, vendors, and customers to resolve issues swiftly. Promptly responds to incoming communications (phone, email, instant messaging, etc…) and directs reports and information requests appropriately. Ability to act independently with little to no supervision.

Requirements

2 years’ work experience
College degree or equivalent experience
Familiarity with Windows and Linux based systems
Familiarity with VOIP and SIP protocols
Familiarity with basic Networking Principles: TCP/IP, HTTP/S
Familiarity with JIRA and Confluence
Familiarity with change management best practices
Analytical thinking
Disciplined
Clear communication skills
Quick learner
Stress Resistance

Nice To Haves

Experience using an Event Management System: HP Open View, Zabbix, Solar Winds, BMC
Some scripting and regex knowledge
Telecommunications industry experience
Experience in customer-facing roles

Responsibilities

Monitor production networks to detect system issues and/or alarms.
Investigate alarms and issues accordingly based on RingCentral’s Standard Operating Procedures.
Swiftly resolve issues or escalate issues to the appropriate owning department for further attention.
Provides analysis and support in escalation tickets for complex VOIP/Voice, data, or system issues.
Promptly enters new data and updates into multiple ticketing systems; ensuring accurate and up-to-date information including steps taken to troubleshoot or resolve issues.
Implement disaster recovery procedures to prevent or limit system downtime.
Professionally triage with business partners, vendors, and customers to resolve issues swiftly.
Promptly responds to incoming communications (phone, email, instant messaging, etc…) and directs reports and information requests appropriately.
Ability to act independently with little to no supervision.

Benefits

Differential pay for the overnight shifts.
Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
Voluntary supplemental health coverage and life insurance
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Student loan refinancing assistance
Employee 1:1 coaching, perks and discounts program