NOC Analyst
Five9, Inc. - San Ramon, CA

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Join the five9 Network Operations Center team for an exciting opportunity play a key role in maintaining five9 Cloud Call Center Services and Application Delivery.
NOC Analyst 2 will serve as the “eyes and ears” 24/7/365, providing technical guidance & leadership. This position reports to the NOC Supervisor.

Key Responsibilities:
Perform daily, weekly monthly and quarterly maintenance procedures and defined in the Operational Guidelines
Monitor and Identify events proactively resolving issues
Follow standard operating procedures performing day-to-day maintenance on five9 Network, Telecom and Cloud systems
Test and turn up of SIP and ISDN trunk groups
Report all service impacting issues within 5 minutes of detection
Respond & Resolve Customer escalations within the SLA window
Monitor Carrier & Partner metrics to assure adherence to existing SLA’s
Open and track to resolution vendor, carrier and internal tickets
Internal & External Incident Notifications
Provide “Root Cause Analysis” for all incidents
Monitor Network Security and report and document any breaches
Adhere to five9 policies for reporting and managing change requests control

Required Experience

3+ years recent relevant experience providing customer support, performing maintenance, monitoring and configuration work, in a 7x24x365 technical operation environment
Good technical knowledge in at least one of the following categories
Systems Administration
Experience with CRM ticketing systems and coordinating workflow with other departments
Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends)
Understanding of voice or data networks and protocols
Ability to communicate clearly with the Global NOC’s internal & external customers
Familiarity with telecom & network carriers their portals and ticketing procedures
Experience working with network & telecom vendor equipment
Associates degree from a college or trade school in computer science, engineering or related technical discipline or equivalent
relevant work/military experience.

Desirable Qualifications/Experience

Understanding of the following voice and data protocols: SIP/ISDN/MGCP/RTP/TCP/SDP/UDP/HTTP/DHCP/DNS/NAT
ITIL qualifications and experience
Quality metrics
Data Center knowledge
Network equipment configuration (Cisco/Juniper/firewalls)
Systems OS, services and hardware configuration (DHCP/DNS/NAT Traversal/Linux/MS Windows)
Telecom equipment configuration (Media Gateway/SIP Proxy/AudioCodes/Sonus/AcmePackets)

About this company
Five9 offers a monthly subscription service called the Virtual Call Center that helps telemarketers, inside sales people, customer service...