Network Operations Analyst

August 9

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We believe communication belongs to everyone. We exist to democratize phone service.

Social Communication • Mobile Products • Software Development • Technology • Freemium Wireless Company

51 - 200

Description

• Manage and resolve escalations from customer support by using a range of vendor tools and internal monitoring systems. • Perform detailed diagnostics to identify the root cause of issues, ensuring timely and effective resolution to maintain service reliability and customer satisfaction. • Diagnose and report issues related to both our API and frontend application. • Utilize strong analytical skills to pinpoint and document the specifics of problems, enabling quick and efficient solutions. • Employ cloud monitoring services, such as DataDog, to continuously track the health and performance of our systems. • Collaborate with engineers to design and implement advanced observability tools, providing comprehensive insights into system health and facilitating proactive issue detection and resolution. • Handle escalations from our vendor partners by creating and managing tickets in their respective portals. • Ensure thorough reporting of issues and persistent follow-through to resolution, maintaining strong vendor relationships and high operational standards. • Work in close coordination with the trust and safety team to investigate and resolve escalations, ensuring secure and reliable operations. • Foster strong communication channels across teams to address issues efficiently and collaboratively. • Partner with the development team to identify, troubleshoot, and resolve complex issues impacting the backend messaging and calling systems. • Provide detailed diagnostic information and support to developers, facilitating quick and effective resolution of critical problems. • Maintain comprehensive and detailed records of issues, resolutions, and system health metrics. • Generate regular reports for management, offering insights into system performance and highlighting areas for improvement.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. • Proven experience in network operations, system administration, or a similar role, demonstrating a strong background in maintaining and troubleshooting complex systems. • Familiarity with troubleshooting RESTful and gRPC APIs, showcasing the ability to diagnose and resolve API-related issues effectively. • Hands-on experience with cloud monitoring services such as DataDog, highlighting proficiency in utilizing these tools for system monitoring and issue resolution. • Proficiency in SQL, Excel, Elastic Search. • Experience analyzing large volumes of data to uncover issues and trends. • Experience using tools like HOMER/heplify, tcpdump, Postman, curl, etc. • Strong problem-solving and analytical skills, with a keen ability to diagnose complex issues and develop effective solutions. • Excellent communication and collaboration abilities, enabling effective interaction with various teams and stakeholders. • Ability to manage multiple tasks and prioritize effectively, ensuring timely and efficient resolution of issues in a fast-paced environment. • Strong understanding of IP networking principles and practices. • Experience in telecommunications or a similar industry, demonstrating an understanding of the unique challenges and requirements of this sector. • Knowledge of backend systems, networking and telecommunication protocols like SIP, SMPP, MMS or RCS, highlighting expertise in managing and troubleshooting messaging or calling systems. • Familiarity with VoIP systems, showcasing an understanding of the technical aspects and operational requirements of voice over IP technologies. • Proficiency in scripting languages like Python, etc. • Prior experience with telecom, i.e. calling and messaging