SRE Surveillance Analyst

 Say hello to opportunities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

We’re currently looking for: SRE Surveillance Analyst to join our Network Operations Center during the 2nd shift.
 

Job Description

• Monitor production networks to detect system issues and/or alarms.

• Investigate alarms and issues accordingly based on RingCentral’s Standard Operating Procedures.

• Swiftly resolve issues or escalate issues to the appropriate owning department for further attention.

• Provides analysis and support in escalation tickets for complex VOIP/Voice, data, or system issues.  Promptly enters new data and updates into multiple ticketing systems; ensuring accurate and up-to-date information including steps taken to troubleshoot or resolve issues.

• Implement disaster recovery procedures to prevent or limit system downtime.

• Professionally triage with business partners, vendors, and customers to resolve issues swiftly.

• Promptly responds to incoming communications (phone, email, instant messaging, etc…) and directs reports and information requests appropriately.

• Ability to act independently with little to no supervision.

Required Technical skills:

• 2 years’ work experience

• College degree or equivalent experience

• Familiarity with Windows and Linux based systems

• Familiarity with VOIP and SIP protocols

• Familiarity with basic Networking Principles: TCP/IP, HTTP/S

• Familiarity with JIRA and Confluence

• Familiarity with change management best practices

Required Soft skills:

• Analytical thinking 

• Disciplined

• Clear communication skills

• Quick learner

• Stress Resistance

• Nice To Haves:

• Experience using an Event Management System: HP Open View, Zabbix, Solar Winds, BMC

• Some scripting and regex knowledge

• Telecommunications industry experience

• Experience in customer-facing roles

What we offer:  

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave 

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee 1:1 coaching, perks and discounts program

RingCentral’s IT team ensures company data is accessible, secure, and optimized in ways that provide maximum competitive advantage.  We are constantly discovering, developing and deploying innovations that power productivity and drive better decisions for our customers. Our IT professionals are talented, ambitious, out-of-the-box thinkers who love to learn on the job—planning, deploying and maintaining state-of-the-art technology to deliver flawless performance 24/7/365.  

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

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.

If you are hired in Colorado, the compensation range for this position is between $57,400 and $82,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.