Technical Incident Manager
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 and resolving issues to help smooth operations.
About the Team
The NOC (Network Operations Center) Team is the first line of defense in maintaining the reliability and performance of our global communication services. As the first team to receive notifications of any issues or alerts, their primary responsibility is to react swiftly to potential incidents. Once an alert is triggered, the NOC team immediately assesses the situation. They coordinates with the appropriate technical teams to resolve the issue, ensuring minimal downtime.
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What we're looking for
- 4-6 years experience in an Incident Manager role
- Experience with Jira & ServiceNow on report building
- Experience in working in data centre OR cloud infrastructure environment
- Experience as a Tier 2 or Tier 3 level support
- Understand the applications and upgrades of services within a platform environment
- Experience in AWS services and tools, including CloudWatch, CloudTrail, Systems Manager, and Config. (or Azurev / GCP)
- Network Infrastructure background
- Experience in serverless technologies like AWS Lambda and API Gateway.
- Experience with data visualization tools & Jupyter hands-on.
- Develop custom dashboards and alerts to visualize key performance indicators (KPIs) and identify potential issues early on.
- Experience with monitoring tools like Prometheus, Grafana, and enterprise tools.
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.
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