Senior NOC Engineer

📋 Description

• • Own the heartbeat of Freshworks’ cloud infrastructure: you will be the guardian of 99.9 %+ uptime for products relied on by 50,000+ businesses worldwide, monitoring thousands of hosts, containers, and network paths across AWS, GCP, and on-prem data centers.
• • Act as incident commander during critical outages: within minutes of an alert firing, you will triage severity, assemble the right war-room, and drive the incident to resolution while communicating concise status updates to leadership, support, and customer success teams.
• • Master our observability stack: leverage Prometheus, Grafana, ELK, Datadog, and custom Python/Go exporters to build dashboards and alerts that surface anomalies before customers feel them; continuously tune thresholds to reduce noise and eliminate false positives.
• • Perform deep-dive root cause analyses: after every Sev-1 or Sev-2 incident, you will lead blameless postmortems, distill lessons learned into actionable Jira tickets, and shepherd fixes through QA and production deployment to prevent recurrence.
• • Engineer reliability into the platform: partner with SRE and development squads to embed health checks, circuit breakers, chaos tests, and auto-remediation scripts into CI/CD pipelines so that reliability is built in, not bolted on.
• • Automate the toil away: write Ansible playbooks, Terraform modules, and Bash/Python utilities that turn repetitive manual checks into one-click runbooks, cutting MTTR by 30 %+ and freeing the team for higher-value projects.
• • Maintain bulletproof documentation: keep Confluence pages, SOPs, and runbooks living and breathing artifacts that any engineer—new or veteran—can follow at 3 a.m. under pressure; conduct quarterly drills to validate accuracy.
• • Participate in a 24×7 follow-the-sun rotation: work four 10-hour shifts per week, including one weekend day every four weeks, with generous comp time and on-call stipends; mentor junior engineers during quieter hours to level up the entire team.
• • Uphold security and compliance: ensure every alert, playbook, and change request adheres to SOC 2, ISO 27001, and GDPR controls; partner with InfoSec to detect and respond to anomalous traffic or potential breaches in real time.
• • Influence product roadmap: feed reliability pain points and performance data back to product managers so that scalability and observability features are prioritized in upcoming sprints, directly shaping the customer experience.
• • Champion a culture of operational excellence: run monthly game-day exercises, lunch-and-learn sessions, and incident review forums that celebrate learning and foster psychological safety across engineering.