Are you ready to make your mark?
Our Operations Intelligence Engineers support the Operations Intelligence Center (OIC) in improving service reliability through incident management, observability, operational analytics, and continuous improvement initiatives.
What you will be doing:
- Facilitate service-impacting event response and coordination activities
- Act as a primary incident coordinator for low to medium complexity incidents
- Investigate incidents utilizing monitoring, logging, and observability platforms
- Analyze alert patterns and identify opportunities to improve signal quality
- Partner with service owners to improve monitoring effectiveness and detection coverage
- Assist with administration and support of BigPanda and related observability platforms
- Participate in SIE retrospectives and identify opportunities for operational improvement
- Develop and maintain runbooks, knowledge articles, and operational procedures
- Contribute to KPI reporting and operational analytics efforts
- Provide guidance and mentorship to Operations Intelligence Associates
- Participate in after-hours incident response and on-call activities when required
- Collaborate with Engineering teams to investigate recurring operational issues
What you bring to the Role:
- Bachelor's degree or equivalent combination of technical education and relevant experience preferred
- 3–5 years supporting enterprise production environments
- Solid understanding of IP, TCP, UDP, SSL/TLS protocols and other network concepts required
- Experience supporting Telephony, PBX phone systems, SIP/RTP, and WebRTC preferred
- Knowledge of common tools used to validate network connectivity
- Excellent oral and written communication skills
- Ability to document operational procedures, troubleshooting activities, and incident response processes
- Self-starter with a willingness to learn new technologies and processes
- Experience supporting distributed cloud-based applications and services
- Experience using monitoring, logging, or observability platforms
- Experience working with incident management processes
- Familiarity with cloud environments such as AWS or Azure
- Strong troubleshooting and documentation skills
- Experience with ServiceNow, Jira, or similar operational platforms preferred
- Exposure to cloud platforms such as AWS, Azure, or GCP
- Experience with observability platforms such as Grafana, Prometheus, Kibana, Splunk, Datadog, Dynatrace, New Relic, LogicMonitor, or similar
- Familiarity with event intelligence platforms such as BigPanda, PagerDuty, ServiceNow Event Management, Moogsoft, or similar
- Experience supporting Linux and Windows server environments
- Experience with virtualization technologies such as VMware or Hyper-V
- Familiarity with operational analytics, KPI reporting, or dashboard development
- Experience participating in incident management or major incident response processes
Diversity, Inclusion, and Equal Opportunity
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- 3-5 years supporting enterprise production environments
- Solid understanding of IP, TCP, UDP, SSL/TLS and other network concepts
- Experience using monitoring, logging, or observability platforms
- Experience working with incident management processes
- Experience supporting distributed cloud-based applications and services
- Knowledge of common tools used to validate network connectivity
- Excellent oral and written communication skills
- Ability to document operational procedures, troubleshooting activities, and incident response processes
- Self-starter with willingness to learn new technologies and processes
- Familiarity with cloud environments such as AWS or Azure
- Bachelor's degree or equivalent combination of technical education and relevant experience
- Experience with ServiceNow, Jira, or similar operational platforms
- Experience supporting Telephony, PBX, SIP/RTP, and WebRTC
- Experience with observability platforms such as Grafana, Prometheus, Kibana, Splunk, Datadog, Dynatrace, New Relic, LogicMonitor
- Familiarity with event intelligence platforms such as BigPanda, PagerDuty, ServiceNow Event Management, Moogsoft
- Experience supporting Linux and Windows server environments
- Experience with virtualization technologies such as VMware or Hyper-V
- Familiarity with operational analytics, KPI reporting, or dashboard development
What We Do
Intermedia is the cloud communications company that helps over 135,000 businesses connect better – through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving, and more – from wherever, whenever. We strive to eliminate the need for multiple communications service providers with a seamlessly integrated portfolio of communications and collaboration solutions – all delivered through one highly reliable and secure platform. With month-to-month contract options, one monthly bill, one intuitive point of administrative control, and having been certified by J.D. Power seven times for providing “An Outstanding Customer Service Experience," Intermedia is committed to providing enterprise-grade products to businesses of all sizes through a simple, Worry-Free Experience. As a partner-first company, Intermedia goes to work for over 7,500 channel partners by providing a comprehensive set of programs, resources, and support to help them grow their revenue and maximize their success. Programs include our Customer Ownership Reseller (CORE™) model – which enables partners to resell, package, and manage Intermedia's solutions as if they were their own, while benefiting from highly attractive economic terms and maintaining ownership of their customer relationships – as well as agent models. Intermedia is also proud to be the exclusive cloud communications platform provider for NEC, a leader in global market share for unified communications with an estimated 80+ million business phone users worldwide. Recent Awards: • J.D. Power Certified Assisted Technical Support Program – 2023, 2021, 2020, 2019, 2018, 2017, 2016 • Inc. Magazine’s Best Workplaces of 2021 • PCMag Editor’s Choice – Intermedia Unite • PCMag Editor’s Choice – Intermedia AnyMeeeting • PCMag Editor’s Choice – Intermedia Hosted Exchange • CRN - 5-Star Partner Program - 2023, 2022 • CRN’s Cloud Computing Product of 2022, 2021 – Intermedia Unite
