Senior NOC Engineer

Freshworks is seeking a proactive Senior NOC Engineer to join our team in Hyderabad / Secunderabad, Telangana, India. In this critical operational role, you will be instrumental in maintaining the health, stability, and high availability of our production systems. You will leverage your deep expertise in system administration, networking, and incident response to act as the primary defense against system outages and performance degradation in a dynamic 24/7 environment. If you are passionate about managing large-scale infrastructure and thrive in fast-paced settings, this opportunity is for you.

Key Responsibilities:

• Conduct continuous monitoring of production systems and applications to ensure optimal uptime, performance, and availability.
• Execute real-time incident response for alerts and outages, effectively coordinating mitigation efforts.
• Perform thorough root cause analysis (RCA) and implement robust corrective and preventive measures.
• Troubleshoot complex system, application, and network issues escalated through monitoring systems or support channels.
• Participate in a 24/7 shift rotation, encompassing weekends and holidays, to guarantee continuous operational support.
• Collaborate closely with engineering and product teams to enhance observability and refine monitoring frameworks.
• Develop and maintain Standard Operating Procedures (SOPs), runbooks, and internal knowledge bases for consistent operational practices.
• Ensure adherence to internal security, audit, and operational standards.
• Propose and implement automation and monitoring enhancements to boost efficiency and reduce incident recurrence.
• Contribute to post-incident reviews, facilitating blameless postmortems and driving continuous process improvement initiatives.

Required Qualifications:

• Minimum of 2 years of hands-on experience in Linux/Unix systems administration and network troubleshooting.
• Proficiency in core internet and network protocols, including DNS, DHCP, TCP/IP, NTP, SMTP, VPNs, HTTPS, TLS, and IPSec.
• Experience in monitoring and managing applications such as Apache, Tomcat, and MySQL.
• Demonstrated ability in scripting using Shell, Python, or Ruby for task automation.
• Experience with monitoring and logging tools like Nagios, Datadog, New Relic, ELK Stack, Splunk, or Sumo Logic.
• Familiarity with incident management platforms such as PagerDuty, JIRA, or ServiceNow.
• Basic understanding of web technologies including HTML, CSS, JavaScript, and foundational backend concepts.
• Experience with public cloud platforms, with a preference for AWS.
• Hands-on experience with containerization technologies like Docker and orchestration with Kubernetes.
• Working knowledge of CI/CD pipelines and tools, including Jenkins.
• Familiarity with Infrastructure-as-Code principles and tools like Terraform.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams including DevOps, SRE, and Security.

Skills Summary:

• Production Monitoring: Expertise in real-time infrastructure and application monitoring for uptime and performance metrics.
• Incident Response: Proven ability in timely identification, escalation, and resolution of production issues.
• Root Cause Analysis: Skillful investigation and documentation of service-impacting events.
• Linux/Unix Administration: In-depth expertise in managing server environments.
• Networking Fundamentals: Strong comprehension of protocols like DNS, DHCP, TCP/IP, and VPNs.
• Scripting & Automation: Proficiency in writing scripts in Shell/Python/Ruby to automate operational tasks.
• Monitoring & Logging Tools: Practical experience with tools such as Datadog, ELK Stack, Nagios, and Splunk.
• Cloud Infrastructure: Experience working with AWS or similar public cloud environments.
• Containers & Orchestration: Solid knowledge of Docker and Kubernetes.
• CI/CD & DevOps: Familiarity with Jenkins and deployment pipelines.
• Infrastructure as Code: Basic experience utilizing Terraform.
• Collaboration: Strong coordination capabilities with SRE, Security, and Engineering teams.
• Compliance & Documentation: Ability to create SOPs, playbooks, and ensure policy adherence.

Freshworks champions an inclusive work environment where all employees can achieve their full potential, discover purpose, and pursue their passions. We welcome colleagues from diverse backgrounds, genders, sexual orientations, religions, and ethnicities. Our commitment to equal opportunity stems from the belief that workplace diversity fosters a more vibrant and enriching environment, driving success for our employees, communities, and business.