Senior Operations Engineer (Cloud Infrastructure)
Taguig, National Capital Region , Philippines
2d ago

Job Description

Zendesk is a service-first CRM company that builds powerful, customizable software crafted to improve customer relations.

We encourage growth, innovation and believe in giving back to the communities we call home.

ZNOC(Zendesk Network Operations Centre) has an extraordinary impact to the reliability and availability of Zendesk products and our customers’ trust and happiness.

As a ZNOC Engineer, you will monitor, seek and triage alerts for both infrastructure and application issues. Also, providing support with service incidents by alert validation, recommend resolutions, or implementing temporary fix until the availability of the product / code owner.

The ideal candidate will have experience finding and fixing issues with distributed systems in the cloud. You should have previous success working high severity service incidents and actively participating in the incident lifecycle.

You should also have knowledge of networking and experience writing software.

What you get to do every day :

Satisfy your curiosity by digging deep into distributed systems to fully understand how they work and how to improve their resiliency and reliability.

Supervise, fix, firefight, and stabilize service incidents when they occur.

Perform incident analysis to capture findings and identify follow-up actions that lead to more reliable products.

Helps to improve ZNOC monitoring and alerting

What you'll bring to the role :

Experience in a Software, Infrastructure, Systems, and / or Site Reliability Engineering role

Show understanding of AWS and Kubernetes

You have used configuration management tools such as samson, spinnaker, and Git

And with monitoring tools such as Pagerduty, Datadog, Cloudflare, Rails, Terraform, etc.

Proficient in one of the programming languages is a plus : Python, Ruby, Shell scripting, GoLang

Propose and implement automation or process improvements that will improve reliability and performance of the system.

A successful track record of solving problems in distributed systems during service incidents while remaining level-headed.

A strong curiosity for the unknown and not stopping until you have a validated understanding

An understanding of the incident lifecycle

Culture and Perks

We have 200s of staff in our Manila office and you can find us in Seven / NEO tower (formerly Net Park) in BGC. We approach work with calm, focus, a sense of humour whilst keeping sane working hours.

At Zendesk, we also have a culture where ideas come from the bottom up - we have yearly company hackathons!

Perks include stock options, flexible working, training allowance, medical cover, mobile phone allowance and 4 months parental leave.

These are always subject to change and usually in the positive.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers.

Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

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