NOC Technician | India

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate grow and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment empowering our employees to be their authentic selves.

Who we are:

Acqueons conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice messaging and email channels. Acqueon leverages a rich data platform statistical and predictive models and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales drive proactive service improve collections and develop loyalty.

At our core Acqueon is a customer-centric company with a burning desire (backed by a suite of awesome AI-powered technology) to help businesses provide friction-free delightful and referral-worthy customer experiences.

For NOC Engineers Acqueon offers a dynamic environment focused on 24/7 infrastructure and application monitoring incident response service reliability and continuous improvement. Engineers work with enterprise-scale systems ensuring uptime optimizing performance and maintaining strict SLA and compliance standards in a fast-paced SaaS ecosystem.

Key Responsibilities

• Ensure high availability and maximum uptime in SaaS environments by proactively monitoring and managing infrastructure applications and network systems using tools like Zabbix Grafana Prometheus Sumo Logic and Amazon CloudWatch.
• Proactively identify anomalies threshold breaches and performance bottlenecks to prevent potential incidents.
• Respond to alerts and incidents in real time perform initial triage and troubleshooting across Windows/Linux servers applications and network components validate service health (APIs/endpoints) and escalate complex issues with detailed analysis.
• Validate application availability through endpoint checks API monitoring and service health verification.
• Execute routine operations including system health checks patching maintenance backups and disaster recovery using cloud-native tools (e.g. AWS Backup S3 RDS) while also monitoring resource utilization and supporting cost optimization initiatives
• Contribute to the creation review and continuous improvement of SOPs runbooks and knowledge base articles.
• Participate in Change Management and Change Control processes by implementing approved changes validating deployments and minimizing risk to production systems.
• Maintain accurate records in ticketing systems ensuring proper documentation aligned with ITIL processes and audit requirements
• Participate in shift handovers ensuring clear communication of ongoing incidents system status and pending actions
• Ensure strict adherence to SLAs operational processes security guidelines and compliance standards

Required Qualifications

• Associates or Bachelors degree in Information Technology Networking or a related field (or equivalent practical experience)
• 25 years of experience in a NOC Cloud Operations or Network Support environment
• Solid understanding of networking fundamentals including TCP/IP DNS DHCP and VPN concepts
• Strong knowledge of operating systems particularly Linux and Windows environments
• Hands-on experience or familiarity with monitoring and observability tools such as Zabbix Grafana Prometheus Sumo Logic Datadog ELK stack etc.
• Good understanding of ITIL practices (Incident Change and Problem Management) in an operations environment
• Experience troubleshooting SaaS application performance system reliability and
• cloud-based service disruptions.
• Willingness to work in a 24/7 shift-based support model
• Effective communication and documentation skills for incident reporting escalations and knowledge sharing
• Working knowledge of AWS

Preferred Qualifications:

• AWS certifications (e.g. AWS Certified Solutions Architect AWS Certified DevOps
• Engineer).
• Experience with hybrid cloud environments and on-premises-to-cloud migrations.
• Familiarity with other cloud platforms like Azure or GCP.
• Knowledge of database management (e.g. RDS DynamoDB) and caching solutions (e.g. Redis ElastiCache).
• Basic scripting knowledge (Shell or Python) is an advantage for automation and operational efficiency

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds perspectives and skills. The more inclusive we are the better we are. Five9 is an equal opportunity employer.

View our privacy policy including our privacy notice to California residents here: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.