About the Position
The Senior Network Operations Engineer – Thrio Omnichannel &CCaaS Platform, works with Thrio development, QA, and support team members to perform overall network management of Thrio’s hosted CCaaS platform. This will include the monitoring of system alarms, metrics, and overall network health;build-out of systems including CPU, memory, etc.;system patches, upgrades, hot fixes;and load testing environments.
We are looking for domain experts, who are familiar with best practices in supervision, monitoring, and management of the network, servers, databases, firewalls, devices and related external services. This infrastructure environment is cloud-based.
Responsibilities
- Network monitoring &Incident response
- Performance, quality, and optimization reporting
- Software/firmware installation, troubleshooting and updating of network elements
- Patch management
- Backup and storage
- Firewall management
- Intrusion Prevention System (IPS) and other security tool deployment
- Threat analysis in collaboration with Security Officer
Best Practices to be Observed
- Continuously monitoring a wide variety of information and network systems that include datacom, telecom, cloud-to-cloud interconnection, cloud resources, SD/WAN systems, routers, switches, firewalls and VoIP systems and application delivery
- Providing timely response to all incidents, outages and performance issues.
- Categorizing issues for escalation to appropriate technical teams
- Recognizing, identifying and prioritizing incidents in accordance with customer business requirements, organizational policies and operational impact
- Collecting and reviewing performance reports for various systems, and reporting trends in performance to senior technical personnel to help them predict future issues or outages
- Documenting all actions in accordance with standard company policies and procedures
- Notifying customer and third-party service providers of issues, outages and remediation status
- Working with internal and external technical and service teams to create and/or update knowledge base articles
- Performing systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
- Supporting multiple technical teams in 24×7 operational environments with high uptime requirements. Varied shift schedules may include day or evening hours
Platform Experience Requirements
- (Preferred) 5+ years of experience in telephony and omnichannel infrastructure
- 5+ years of docker, Kubernetes, SQL, Google BigQuery, MongoDB Atlas
- Communications platforms including Kamailio, RTP engine, freeSWITCH, coTURN, HOMER, Google Cloud Armor, Google Cloud Logging / Monitoring / Tracing
- Familiarity with real time transaction environments
- Security compliance as per certifications in PCI, HITRUST, HIPAA, GDPR
- Team player, good communication skills and follow-up
Data source
We Work Remotely