NOC Analyst

The Opportunity

DAT is looking for a NOC Engineer to join our platform team. DAT’s infrastructure powers the largest freight market, with our platform helping our customers search and post over 260 million trucks and loads every year.  The NOC team is responsible for ensuring our platform runs smoothly 24/7 for our customers and coordinates teams when something goes wrong.  This position reports directly to the SRE/NOC Manager.  This position will work in our Banglore, India location.

Candidate profile

We are seeking a skilled and experienced NOC Engineer to support our Network Operations Center. The NOC Engineer will ensure the stability and performance of our infrastructure, coordinate the response to incidents, and work with a team of NOC engineers. The NOC team is responsible for reporting overall platform health and performance to the business as well as other performance metrics of our Platform and Engineering teams.  You’ll work closely with Executive Leadership, team leads, Platform Engineering, Customer Service and Product Teams.  We are looking for someone who has experience managing incidents, following up on tasks to improve our platform uptime and customer experience.  This role will require someone with a strong desire to understand the inner workings of the platform, to consistently ask questions of why and how. We’re looking for a strong outgoing personality willing to step in and take charge during our incident process and act as a liaison between executives and stakeholders and other business units as well as customer support groups and engineering responders. 

What You’ll Do

• Participate in operations of the Network Operations Center. We have a team of  engineers in the US and India.
• Monitor performance and system health to ensure we reach our uptime and reliability metrics.
• Manage incidents and outages.  We are the go-to team for when something goes wrong and everyone looks to you to help get things back on track.
• Coordinate with teams across timezones to ensure quick resolutions to problems and closing out follow-up requests.
• Develop, implement and continually improve NOC processes and procedures.  We iterate on everything until it’s working for everyone.
• Collaborate and coordinate with other departments to triage technical issues.  You get to interact with the rest of the company more than your typical engineer and enjoy developing those relationships.
• Ensure all incidents are logged, tracked, and resolved in a timely manner.  Without strong data, we can’t accurately report problems and hotspots so that we can focus on what matters most.  You’ll help lead the charge in ensuring we understand and document our RCAs and get the fixes in place to make sure they don’t happen again.
• Provide regular reports on system performance and incidents.  You can take the numbers and the data and craft them into actionable plans for teams to execute on.
• Help build and maintain business metrics databases and dashboards to aid in reporting on health and performance on our platform and processes.  You’re comfortable working with databases and using tooling and AI to provide insight into how we’re operating as a business.
• Participate in an on-call rotation as needed.

The Skills and Experience You’ll Bring

• 2-3 years of experience in network operations, incident management, or software engineering role.
• Strong knowledge of cloud infrastructure and networking with providers such as AWS, Google Cloud or Azure.
• Experience with platform observability tools such as Datadog, New Relic, etc.
• Experience with an Incident Management tool such as Rootly, Pagerduty, Opsgenie, Incident.io, 
• Experience working with business analytics tools such as AWS Quicksight, Looker, Tableau.
• Excellent problem-solving and troubleshooting skills.
• Comfortable leading technical discussions and driving resolution of problems.
• Excellent communication skills, both verbal and written.  Must be able to communicate effectively to both technical and non-technical audiences.
• Ability to work under pressure and manage multiple priorities.

The Extras We’d Love to See 

• Experience with software development or using a scripting language such as python to automate systems.
• Familiarity with ITIL or other service management frameworks.

Work Schedule:

• Full-time position with participation with an on-call .