Senior NOC Engineer

Freshworks is seeking a motivated Senior NOC Engineer to join our team in Hyderabad. This critical role ensures the optimal health, stability, and uptime of our production systems. As a key member of our operations, you will be the first responder for system incidents and performance issues, actively monitoring, troubleshooting, and driving swift resolutions in a 24/7 environment. If you possess a strong background in system administration and networking and thrive in dynamic, large-scale infrastructure settings, this is an ideal opportunity to make a significant impact.

Roles and Responsibilities

• Continuously monitor production systems and applications to maintain peak uptime, performance, and availability.
• Proactively respond to and manage real-time incidents, alerts, and outages, orchestrating necessary responses.
• Conduct thorough root cause analyses (RCA) and implement effective corrective and preventive measures.
• Diagnose and resolve system, application, and network issues escalated by monitoring tools or support personnel.
• Participate in a 24/7 shift rotation schedule, ensuring continuous operational coverage.
• Collaborate with engineering and product teams to enhance observability and monitoring frameworks.
• Develop and maintain Standard Operating Procedures (SOPs), runbooks, and internal knowledge bases for process standardization.
• Ensure adherence to internal security, audit, and operational standards.
• Propose and implement automation and monitoring enhancements to boost efficiency and reduce incident recurrence.
• Engage in post-incident reviews, contributing to blameless postmortems and continuous process improvement.

Qualifications

• Minimum of 2 years of hands-on experience with Linux/Unix systems administration and network troubleshooting.
• Proficiency in internet and network protocols including DNS, DHCP, TCP/IP, NTP, SMTP, VPNs, HTTPS, TLS, and IPSec.
• Experience managing and monitoring applications such as Apache, Tomcat, and MySQL.
• Skilled in scripting languages like Shell, Python, or Ruby for automation tasks.
• Experience with monitoring and logging tools such as Nagios, Datadog, New Relic, ELK, Splunk, or Sumo Logic.
• Familiarity with incident management platforms including PagerDuty, JIRA, or ServiceNow.
• Basic understanding of web technologies such as HTML, CSS, JavaScript, and backend development principles.
• Experience with public cloud platforms, particularly AWS.
• Hands-on experience with containerization technologies like Docker and orchestration tools such as Kubernetes.
• Working knowledge of CI/CD pipelines and tools like 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

• Production Monitoring: Expertise in real-time infrastructure and application monitoring.
• Incident Response: Proven ability in timely identification, escalation, and resolution of production issues.
• Root Cause Analysis: Skilled in investigating and documenting service-impacting events.
• Linux/Unix Administration: Deep knowledge of managing server environments.
• Networking Fundamentals: Strong grasp of core network protocols.
• Scripting & Automation: Proficient in automating tasks using Shell/Python/Ruby.
• Monitoring & Logging Tools: Practical experience with industry-standard tools.
• Cloud Infrastructure: Experience with AWS or similar cloud platforms.
• Containers & Orchestration: Knowledge of Docker and Kubernetes.
• CI/CD & DevOps: Familiarity with deployment pipelines and tools.
• Infrastructure as Code: Basic experience with Terraform.
• Collaboration: Effective coordination with SRE, Security, and Engineering teams.
• Compliance & Documentation: Ability to create SOPs, playbooks, and ensure policy adherence.