Network Operations Center Analyst
Há 1 mês
At Cloudflare, we're on a mission to build a better Internet. Our network powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. We protect and accelerate any Internet application online without adding hardware, installing software, or changing a line of code.
We're looking for curious and empathetic individuals who are committed to developing themselves and learning new skills. We're ready to help you do that. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare.
Available Locations: Lisbon or Remote Portugal
Role DescriptionThe Network Operations Center (NOC) Analyst provides premium-level support for Cloudflare's largest and most technically sophisticated customers. The NOC service focuses on monitoring, alerting, and addressing issues related to availability and latency degradation in Layer 7 traffic, as well as handling basic security escalations and offering recommendations to mitigate fundamental attacks.
The NOC system monitors HTTP requests for alert-able conditions, and our NOC team alerts customers about problems as soon as they're found. NOC Engineers analyze the alerts, inform the customer of any material impact, and proactively put in motion a remediation path to resolving the degraded service.
Responsibilities- Configure and maintain custom alerting for availability and latency across Layer 7.
- Maintain customer dashboards in Grafana, which will be used to monitor for alert signals.
- Work closely with internal teams such as System Reliability Engineering, Infrastructure Engineering, and Network Engineering to alert against, and subsequently provide meaningful data on performance degradation.
- Outreach to customers for triggered alerts, providing them with meaningful information on what alerts are firing and why.
- Escalate impactful alerts to customer support and/or other internal teams.
- Join customer calls to provide granular and frequent status updates on critical issues.
- Compile historical reporting on a regular cadence to customers, including remediation steps.
- 3+ years experience in a customer-facing technical support role
- Modern internet protocols like HTTPS, UDP, TCP, etc.
- Analysis of traffic for anomaly detection and creation of mitigation rules
- Knowledge of Cloudflare Products & Features
- Excellent communication skills with both an internal technical audience and a high-level customer stakeholder
- Command line / Bash shell
- Demonstrates excellent crisis management principles
- Strong multi-tasker with ability to quickly context switch
- Motivated self-starter who is always looking to improve and expand skills
- Flexible for scheduled holiday/weekend coverage.
- Highly desirable:
- Experience with prometheus queries, grafana, alertmanager, webhooks, and pagerduty.
- You are familiar with Cloudflare and have a site actively using our platform
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