8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
We're hiring a NOC Engineer, based in the Philippines, to join our Network Operations Center, focused on increasing reliability, availability, and uptime for the services we provide. You'll monitor systems and networks, manage incidents, and keep operations running smoothly around the clock. This is a fully remote role.
We're looking for someone who is comfortable using AI tools day-to-day, for triage, log correlation, ticket documentation, and runbook lookup, with solid networking and monitoring fundamentals underneath.
WORKING HOURS
This role covers our US evening-to-overnight coverage window: Friday, Saturday, and Sunday, 9:00 AM – 9:00 PM Philippine Time (PHT). This is a fixed 3-day, 12-hour shift (11 working hours plus a 1-hour lunch break) — because of the time difference with the US West Coast, this window falls entirely within normal Philippine daytime hours, not overnight.
Note: this window shifts by 1 hour relative to US Pacific Time during US Daylight Saving transitions (early November and mid-March), since the Philippines does not observe Daylight Saving Time.
KEY RESPONSIBILITIES
- Perform system and network health monitoring to ensure the continuous availability of all services
- Manage and perform routine system maintenance on a scheduled basis
- Analyze alarms and trouble indicators to identify problem areas, troubleshoot, and escalate to the appropriate parties
- Record trouble tickets and assign them based on urgency and issue type
- Perform issue/incident management
- Ensure standard operating procedures are maintained and executed
- Maintain communication with carrier partners and account management teams
- Provide 3rd-level support for technical problems escalated from 2nd-level Customer Support
- Troubleshoot call quality, origination, and termination issues
- Track bugs and gather technical information required by other internal teams
- Perform standard, normal, and emergency changes to infrastructure with business/customer impact, under approval and guidance
- Use AI tools day-to-day across alert triage, log correlation, ticket documentation, runbook lookup, and shift communication; stay current on new tools and share useful finds with the team
- Keep runbooks and the knowledge base current, understanding that documentation accuracy matters more when AI relies on it
- Proactively validate AI-generated conclusions (ticket resolutions, log interpretations) against raw evidence before sharing them
- Know when a situation calls for pausing AI-assisted work and escalating for human review (production changes, customer-impacting actions, security events)
KNOWLEDGE AND EXPERIENCE — REQUIRED
- Bachelor's degree and a minimum of 2 years of related experience, or equivalent work experience
- Working knowledge of NOC fundamentals: network protocols, monitoring and alerting platforms, incident lifecycle, and escalation hygiene
- Strong background and understanding of networking and voice protocols (TCP/IP, SIP, RTP, DNS, SNMP)
- Experience with a VoIP platform and familiarity with the SIP protocol
- Mixed networking and sysadmin experience, with exposure to infrastructure and application monitoring/alerting tools
- Proven experience in a Linux-based environment
- Demonstrated proficiency in troubleshooting, analyzing, and problem-solving
- Good process and documentation background
- Experience working in a 24x7x365 environment
- Familiarity with AI assistants (chat, summarization, log analysis) and comfort incorporating them into daily work
- Excellent written and spoken English communication skills
NICE TO HAVE
- Experience using Claude or similar AI assistants in an operational context — a big plus
- Scripting (Bash, Perl, Python)
- Experience working with databases (MySQL/MS-SQL)
- Windows administration skills
- Working knowledge of Cisco and other network environments (e.g., Juniper, Arista, Fortinet, HPE/Aruba, Palo Alto Networks)
- Familiarity with hardware IP phone platforms (Poly/Polycom, Grandstream, Yealink, Cisco IP Phones, AudioCodes, etc.)
THE IDEAL CANDIDATE
Based in the Philippines, able to reliably work the fixed Friday–Sunday, 9:00 AM–9:00 PM PHT schedule from a fully remote setup. Curious about AI tools and comfortable using them to work faster, but grounded enough in operations fundamentals to know when human judgment has to take over, especially before production changes, customer-impacting actions, or security events.
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