NOC Engineer

*Sponsorship is not available for this position*

What you can expect

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.

About the Team

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.

Responsibilities

• Monitor system events/alerts and incident reports to ensure maximum service uptime.

• Serve as a first-level escalation point for all system-generated events/alerts and user-generated incidents, escalating to appropriate teams based on defined procedures.

• Troubleshoot and gather critical information for system events/alerts and incident reports to ensure prompt investigation.

• Apply understanding and knowledge of information systems products and services to assist users.

• Recognize, research, isolate, and resolve information systems problems.

• Coordinate escalations to appropriate technical, professional, or service personnel for services, repairs, training, and follow-up.

• Work a rotating schedule, including evenings, weekends, and holidays as needed, with some on-call support required.

• Own the incident lifecycle management process.

What we’re looking for

• Possess Incident management skills to drive incidents impacting Zoom customers.

• Have extensive hands-on experience managing high-pressure incidents and driving them to resolution.

• Possess a deep infrastructure understanding including multi-cloud setup.

• Have a solid understanding of operations is essential.

• Be proficient in enterprise monitoring tools (Grafana, Splunk, Jira).

• Have hands-on experience with Jira & ServiceNow on report building as well as with ITSM workflow & its process implementations (Incident & Problem Management).

• Have extensive experience in running change control & incident review meetings.

• Possess a good understanding of the application deployments in the DevOps world.

• Have experience with scripting and programming language (Python, Bash, etc).

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

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. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.