Site Reliability Engineering (SRE) Surveillance Analyst – Network Operations

| Greater Denver Area

Site Reliability Engineering (SRE) Surveillance Analyst – Network Operations

Job Type: Contract - Full-Time
Location: Denver, CO
Department: SRE NOC

The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you have the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark!

We're not a phone company; we're a cloud business-solutions provider. We've thrown out the old PBX along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way.

RingCentral is a leading Unified Communications as a Service (UCaaS) provider, offering an innovating suite of telephony, contact center, video conferencing, and collaboration products for enterprise, mid-size companies, and small businesses.

Job Description:

Our SRE Surveillance Analysts are responsible for providing day to day system surveillance and simple troubleshooting of issues and alarms in a 24x7 Global Network Operations Center, maximizing system performance and availability. You must be able to work in a 24x7 shift environment, with the flexibility to work on diverse schedules, including weekends and holidays.
This position is a 3-month contractor role, for the 3rd shift (9pm to 7am), 4 days per week. There is the possibility of conversion to full time employee status later, if openings exist.

Responsibilities:

  • Monitors network to detect system issues and/or alarms.
  • Investigates alerts and issues and accordingly based on Standard Operating Procedures.
  • Swiftly resolves issues or escalates to the appropriate business partner when requiring further attention.
  • Provides analysis and support in escalating complex VOIP/voice, data issues or system issues.
  • Implements disaster recovery procedures to prevent data and VOIP/voice processing troubles.
  • Professionally interacts with business partners, vendors and customers to facilitate swift resolution of issues.
  • Promptly enters new data and updates for tracking purposes into multiple trouble ticketing systems, ensuring accurate and up-to-date information.
  • Effectively documents all steps taken to resolve identified and/or reported issues.
  • Promptly responds to incoming communications (telephone calls, emails, instant messaging, etc.) and directs reports and information requests appropriately.
  • Assists in the tracking of scheduled network maintenance procedures.
  • Ability to act independently with little or no supervision.

Competencies:

  • Technical capacity and the ability to troubleshoot, triage and resolve problems related to hardware, software or protocol issues. Basic understanding of cloud computing.
  • Works with a sense of urgency responding to active alerts and demonstrates the ability to adapt to changing priorities and circumstances.
  • Exceptional analytical and problems solving skills.
  • Ability to operate independent of direction balanced with the ability to work effectively in a team environment.
  • Excellent written and verbal communication skills. The ability to effectively and professionally communicate with peers, escalation points, partners and vendors.
  • Ability to correlate existing alerts/issues with new alerts as part of problem

Requirements:

  • Working knowledge of internet protocols.
  • Experience maintaining Linux servers and/or Telnet/SSH in a production environment is a plus
  • Experience or understanding of SIP, SoftSwitch, IP, LINUX, VoIP, ticketing systems, related process and procedures is a plus
  • Experience with a Monitoring System such as HP Open View, Solar Winds, NET Cool, Zabbix and BMC is a plus.
  • Experience working in MS Office including Word, Excel, PowerPoint, Visio and Outlook.
  • Related technical certifications are a plus

Qualifications:

  • 2 or more years of work experience
  • College degree or equivalent experience is a plus.
  • Previous experience working in a network operations environment or call center or help desk environment.
  • Telecommunications industry experience is a plus.
  • At least one year of experience in telephony and Data IP technology. 
  • 1-3 years technical training preferred.
  • Experience with VOIP/Voice or Data network troubleshooting is a plus.
  • Previous work on a telecom surveillance system desired.
  • previous work in customer facing role desired as related to telecom.
  • Moderate proficiency with Microsoft products preferred. 

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones and photocopiers.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee may occasionally lift and/or move up to 10 pounds. The employee is regularly required to talk or hear. The employee is frequently required to sit, use hands and fingers to handle or feel, and reach with hands and arms. The employee is occasionally required to stand or walk. 

Position Type/Expected Hours of Work:

This is a contract to full-time position. Must be able to work in a 24x7 shift environment with the flexibility to work diverse schedules, including weekends and holidays. Current shifts include:

  • 3rd Shift - 9:00pm to 7:00am

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as One TM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows.

RingCentral is headquartered in Belmont, California, and has offices around the world. 

RingCentral is an EEOC employer.

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Location

We are located in the Denver Tech Center.

What are RingCentral Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
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