As a Technology Operator, you will be part of the frontline team monitoring Omilia’s production infrastructure and applications in real time. You will play a key role in identifying incidents, triggering response actions, and ensuring proper documentation and escalation. This is an entry-level role, ideal for someone who wants to grow in the field of technical operations, monitoring, and incident coordination.
Key Responsibilities:
- Monitor the availability and performance of systems using tools like Grafana, Prometheus, and Kibana.
- Respond to alerts and incidents based on predefined procedures and runbooks.
- Conduct initial triage to determine severity and next steps.
- Escalate issues to the appropriate teams while maintaining clear communication.
- Log incidents and follow up within the ticketing system (e.g. Jira Service Management).
- Communicate effectively with internal and external stakeholders during incident handling.
- Participate in a 24x7x365 rotating shift schedule, including nights, weekends, and holidays.
- Support continuous improvement by identifying recurring issues or gaps in documentation.
- Strong written and verbal communication skills in English.
- Team-oriented attitude with a strong sense of responsibility.
- Ability to work in a 24x7x365 rotating shift environment.
- Basic troubleshooting mindset and ability to follow technical processes.
- Ability to remain calm and structured under pressure.
- Understanding of basic IT concepts.
Nice to Have:
- Previous experience in a monitoring, support, or NOC role.
- Understanding of basic networking concepts.
- Experience with incident/ticketing platforms (e.g., Jira).
- Exposure to cloud environments (AWS, Azure, or GCP).
- Fixed compensation;
- Long-term employment with the working days vacation;
- Development in professional growth (courses, training, etc);
- Being part of successful cutting-edge technology products that are making a global impact in the service industry;
- Proficient and fun-to-work-with colleagues;
- Apple gear.
Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.
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What We Do
At Omilia we are engaged to provide the most human-like human-to-machine communication experiences and technologies in order to help large enterprises improve the customer care experience.
Starting out of a small garage, Omilia is now serving 1 billion conversations, in 30 languages, across 17 countries.
With one of the fastest growing NLU solutions in the market, Omilia has been recognized as a Leader in the 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms, as well as in the IDC Marketscape for Worldwide Conversational AI Software Platforms for Customer Service 2021.
Our technology allows the enterprise to take advantage of Open-Question customer care with end-to-end Self-Service to greatly improve customer experience and significantly decrease operational costs.
In 2016 Omilia expanded to USA and Canada, counting 33 full production deployments worldwide and case studies with proven KPIs and ROIs across various industries.
