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Senior NOC Engineer

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Category:  Information Technology
Location:  India - Hyderabad
About Salesforce: Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as- you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
As IT Operations Senior NOC Engineer you will be the cornerstone of our continued efforts in the direction of high availability and performance of our IT Services. You will be first and most senior person in the team in Hyderabad. Along with local and remote leadership you will have unique opportunity to establish and onboard a team to participate in our follow the sun program focusing on maintaining 's applications, servers, data and voice infrastructure.
The role is part of our 24/7 operations team and the chosen candidate will be working shift hours and will part of a shift rotation with other engineers in region. This is day shift only, weekend coverage might be required. The IT Operations team is split across multiple global locations to provide follow-the-sun coverage and to minimize the requirement for engineers to work outside of business hours where possible.
You will create some functional and technical specifications, and often function as the team lead for local IT NOC team. You will set and meet reasonable commitments and deadlines for the junior members of the team, and follow up with them to ensure completion. Your participation influences the direction, timeline, and the scope of the proposals that impact the IT NOC. You will leverage your strong technical and process design skills to guide, coach and mentor members of the IT NOC team.
  • Manage and maintain monitoring of corporate IT infrastructure (servers, storage, applications, network)
  • Troubleshoot systems and storage issues impacting multiple users
  • Troubleshoot network and voice issues impacting multiple users
  • Control and coordinate IT Infrastructure changes performed simultaneously by multiple engineers
  • Automate repetitive manual tasks and processes
  • Work with vendors (Verizon, Cisco, Vmware,Dell etc) to maintain business continuity
  • Manage tickets related, but not limited to, incidents, system(s) diagnostics/troubleshooting, network/system upgrades
  • Minimize downtime by playing critical role in incident management process
  • Maintain documentation including designs, configurations, and infrastructure diagrams
  • Perform systems, storage and network analysis for usage monitoring and capacity trending
  • Analyze systems errors or anomalies, as well as specific network performance issues and/or error messages, in order to ensure maximum uptime and service quality and assess trends that may ultimately result in degradation of service
  • Occasional on-call as Duty Manager (Incident Commander) - leading high severity incident
Required/Desirable Skills/Experience:
  • 4+ years of combined Systems/Networks/Monitoring experience
  • Bachelor's Degree or equivalent
  • Ability to lead high severity incident - able to establish impact, evaluate resolution scenarios, make decisions based on inputs for Subject Matter Experts,, formulate impact on both technical and business language
  • Network Switching and routing troubleshooting
    • Exposure to WAN protocols: MPLS.
    • Basic understand of access control on LAN switch, firewall
    • Exposure to network monitor and management tools: Zabbix, CatTools, NetMRI)
  • Knowledge of server operating systems
    • Ability to build a server from bare metal to functional based on business requirements
    • Exposure to a scripting language (Python, Perl, Bash, Ruby, JS)
    • Ability to quickly diagnose problems in the Linux OS based on common tools (log files, application errors) Hosted and Cloud based service experience
  • Experience with version-control systems such as Subversion, Git, SVN, Perforce etc
  • Client/Server-side API/integration experience (SOAP, RestAPI)
  • Use of data center automation tools such as Puppet, Chef
  • Experience with using and managing monitoring of IT Infrastructure and IT Applications
  • Knowledge of SNMP, MIB, SNMP Traps, SNMP Communities
  • Experience with high-performance, high-availability wired and wireless networks
  • Good troubleshooting skills in area of IT Infrastructure
  • Experience working in a formal, structured change management processes
  • Experience with virtualization and cloud technologies
  • Understanding ITIL framework, especially Incident and Change Management
  • One of the following industry certifications: RHCSA, CCNA, CCNP, MCSE is an advantage

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