NOC Surveillance Analyst

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.

Required Technical Skills

• 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
• Familiarity with JIRA and Confluence
• Familiarity with change management best practices

Required Soft Skills

• 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, BMCS
• Some scripting and regex knowledge
• Telecommunications industry experience
• Experience in customer-facing roles

What We Offer

• 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

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you are hired in Colorado, the compensation range for this position is between $57,400 and $82,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.