NOC Engineer
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Key skills for this role
Role Overview
Monitor, maintain, and ensure the reliability of Cyara's global SaaS platform across AWS, Linux and Windows, and VoIP and contact center systems.
Work with Support to maintain uptime service-level agreements, diagnose issues, perform upgrades, and improve operational efficiency through automation and AI-assisted practices.
The role requires autonomous and immediate response to critical alerts in a 24x7 rotational operating model.
Key Skills for This Role
Full Job Posting
Role Overview
Monitor, maintain, and ensure the reliability of Cyara's global SaaS platform across AWS, Linux and Windows, and VoIP and contact center systems.
Work with Support to maintain uptime service-level agreements, diagnose issues, perform upgrades, and improve operational efficiency through automation and AI-assisted practices.
The role requires autonomous and immediate response to critical alerts in a 24x7 rotational operating model.
Key Responsibilities
- Monitor platform health with Grafana IRM and CloudWatch and respond to alerts within service-level agreements.
- Manage AWS infrastructure and administer Linux and Windows servers.
- Troubleshoot VoIP, SBC, IVR, and contact center platforms including Avaya, Cisco, and Genesys.
- Provide application and product support for Cyara SaaS products including CloudBroker, CEN, Web, and RMQ.
- Use AI-assisted tools for log analysis, triage recommendations, and predictive alerting.
- Track AWS spend with Cost Explorer and identify right-sizing and savings opportunities.
- Maintain SOPs, root-cause analysis documents, and runbooks while improving monitoring and alerting workflows.
- Coordinate with Customer Support and provide clear, structured incident updates.
Shift Pattern
- Work 24x7 rotational shifts that include nights, weekends, and holidays.
Technical Skills
- Required AWS services include EC2, ASG, EBS, ELB, Lambda, VPC, Route 53, CloudWatch, IAM, S3, and Cost Explorer.
- Required operating system skills include Linux distributions such as Ubuntu, CentOS, and RHEL, plus Windows Server and basic MSSQL.
- Required VoIP and telecom skills include SIP, H.323, RTP, SBC management, Wireshark, and carrier coordination.
- Required contact center knowledge includes IVR platforms, call flows, and agent routing.
- Required networking knowledge includes TCP/IP, DNS, DHCP, SMTP, BGP, and routing and switching fundamentals.
- Required monitoring tools include Grafana IRM, CloudWatch, Sumo Logic, Splunk, and PagerDuty.
- Required automation skills include Bash, Python, and PowerShell; Terraform, Packer, or Chef exposure is listed as relevant.
Qualifications
- Bachelor's degree in computer science, information technology, or a related field.
- 1–3 years of experience in NOC, application support, or infrastructure operations.
- Hands-on automation experience or a strong willingness to learn and implement automation practices.
Nice to Have
- AWS certifications such as Cloud Practitioner, Solutions Architect Associate, or SysOps Administrator Associate.
- Containerization with Docker or ECS/EKS and CI/CD pipeline experience.
- Experience with AIOps or machine-learning-driven operations tools.
- Experience with message queuing systems such as RabbitMQ or Kafka.
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