SRE Surveillance Analyst at RingCentral

| Colorado, CO
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What if you could change the way the world communicates?

What if you had the freedom of a startup and the resources of a global enterprise?

You’d break new ground. Raise the bar for performance. And do career-defining work.

That’s exactly the kind of environment we’re building together at RingCentral.

RingCentral's cloud-based communications platform connects more than 2 million users around the world, in ways that bring people, ideas, companies and customers together.

The Innovation team is the engine that makes RingCentral go. From Engineering to UX/UI to CloudOps, this is the place where the biggest ideas in cloud communications are imagined, developed, and delivered. If there’s a better way to bring people together, RingCentral Innovation is finding it, iterating on it, and sharing it with the world.

RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career. We’re not just changing the nature of communication and teamwork. We’re winning, together.

As a member of the RingCentral Engineering team, you’ll solve complex, business-critical problems with elegant, user-friendly solutions that perform at massive scale. It’s a once-in-a-career chance to get your hands on the latest-and-greatest technologies, and build the platform that’s reshaping the way the world communicates.

SRE Surveillance Analyst - NOC team: (2nd shift)

What you'll be doing:

Our SRE Surveillance Analysts are responsible for providing day to day system surveillance and simple trouble-shooting of issues and alarms in a 24x7 Global Network Operations Center, maximizing system performance and availability.

Shift: This role is on the 2nd shift, which runs from 1pm – 11pm, 4 days per week. You must be able to work in a 24x7 shift environment, with the flexibility to work diverse schedules, including weekends and holidays.

Essential Duties and 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 management.

Education and Experience:

  • 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

Qualification and Skills:

  • 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. 

Benefits and Amenities:

  • Centrally located in Centennial, CO.
  • Comprehensive medical, dental, and vision
  • Flexible PTO
  • 401K match and ESPP
  • Complimentary organic breakfast and lunch daily, and fully stocked break rooms
  • On-site gym with free yoga and boot-camp classes

About RingCentral

RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.

RingCentral is headquartered in Belmont, California and has offices around the world. If you are hired in Colorado, the compensation range for this position is between $50,000 and $70,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits.

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • OracleDatabases
    • ConfluenceManagement
    • MedalliaCMS
    • BoxCMS
    • SalesforceCRM

An Insider's view of RingCentral

How do you collaborate with other teams in the company?

Our product makes collaboration at the core of our company. I like to leverage face-to-face communication and connect directly with other teams to discuss ways that we could be more effective in our hiring strategies. We are the type of company where people actually want to have direct connections because it preserves our values and our culture.

Anthony Smith

Team Lead, GSS Recruiting

How does the company support your career growth?

RingCentral is where I feel my career really took off. The career growth here is personalized, thoughtful, and supported by mentors and management. I love the work that I do and feel like my personality bleeds through into everything I touch. I have never felt so connected to an organization and I know there is only more good things ahead!

Melissa Regan

Manager, Global Onboarding & Enablement

How do you make yourself accessible to the rest of the team?

Being accessible is critical to RingCentral’s culture and success. I ensure I keep my door open and sit on the floor with the team. To me, nothing should prohibit you from being available to your team and others. I am glad to work at a company that gives me the tools and technology to connect - even when I am 300 miles away!

Ayub Mohammed

AVP, Small Business Sales

What are RingCentral Perks + Benefits

RingCentral Benefits Overview

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered breakfast and lunch daily, as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

At RingCentral, we offer a competitive benefits package including medical, dental, vision, 401K, Employee Stock Purchase Plans and many more perks!

Culture
Volunteer in local community
Through our CSR program, RCause, we take pride in our commitment to inclusivity, sustainability, and giving back to our communities. We offer employee matching and Volunteer Time Off.
Partners with Nonprofits
At RingCentral, we partner with nonprofits that drive impact towards environmental sustainability, social impact and responsible governance.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Our dedicated Learning & Development initiatives include Unconscious Bias AND Diversity & Inclusion training which are core to our mission in fostering, educating, and building our inclusive workforce
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
From Black Lives Matter, Women leaders, Pride, Hispanic heritage, Mothers and more, these employee-led ERG’s are a special part of our culture that we take pride in supporting and growing.
Hiring Practices that Promote Diversity
Our active hiring practices don’t discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital or veteran status.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
RingCentral employees can contribute up to $5000 annually for Dependent Care FSA and up to $2750 for Health Care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Our pet insurance policy can cover up to 50% of out of pocket expenses.
Wellness Programs
Our wellness programs include fitness and yoga classes, meditation and nutrition sessions and more, to keep all our employees feeling their best!
Onsite Gym
Team workouts
Besides RingCentral's onsite gym, we do many fitness classes that promote working together and having fun!
Mental Health Benefits
Mental health is very important to us, that’s why we have partnered with Headspace, offer counseling options, and conduct frequent virtual yoga and meditation sessions, to support our employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
RingCentral makes a matching contribution of 50% of your first 6% deferred.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We offer employee matching for charitable donations and through our Dollars for Doers program, RCause will donate $10/hr on behalf of any employee volunteering at the nonprofit of their choice.
Child Care & Parental Leave Benefits
Child Care Benefits
Supporting our working mothers, we’ve partnered with Milk Stork to deliver milk to their babies when traveling. We also send out gift boxes to all our new mothers and fathers!
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
RingCentral sponsors family oriented events ___.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
RingCentral offers employees professional development opportunities like Onsite training courses.
Diversity Program
Lunch and learns
Promote from within
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