LogMeIn

  • Lead NOC Engineer, Incident Manager - SaaS Products

    Job Locations US-CA-Goleta
    Category
    Technical Operations
  • Overview

    As a Staff NOC Engineer on our growing Core Technology Group’s (CTG) TechOps team, you will play a significant role in helping to deliver SaaS products that delight millions of customers worldwide.  Our NOC team operates a 24/7/365 Network Operations Center that functions as the tip of the spear for delivering some of the most recognized and popular software products in the world, (e.g. GoToMeeting, GoToWebinar, etc.). 

     

    You will have the opportunity to perform Event, Incident, Problem and Change Management activities in a complex and highly technical environment.  In addition, you will help drive continuous product improvements, perform system-wide upgrades, and participate in special projects that help propel LogMeIn forward. 

     

    If you have 5-7+ years of relevant NOC, SOC or Incident Management experience.  If you combine that experience with a passion for technology, customer support and cross-functional partnership, then LogMeIn and our TechOps team could be the perfect fit for you and your career.

    Responsibilities

    • Coordinate all resources and vendors in triage, root cause analysis, and restoration for critical application and system incidents
    • Establish metrics and reporting to create visibility into adoption and effectiveness of processes.
    • Ensure key performance indicators are measured for Priority 1/2 Incidents and report trends of process maturity levels and tool adoption
    • Launch readiness planning and runbook creation for Incident-management processes for Incident and Crisis event handling (aka Critical Incident Playbook)
    • Participate in critical incident management 24/7 rotation
    • Promote the role and value of Service Management processes across the entire organization
    • Drive Problem Management to identify root cause and corrective actions
    • Contribute to the design of the Problem Management process, data modeling and reporting, policies, and procedures
    • Provide training, coaching and guidance to internal teams, growing problem management best practices throughout the organization
    • Communicate exceptionally in complex situations, in both verbal and written form, to all levels of the organization
    • Responsible for defining and driving continuous process improvement for the department based on findings during assigned sprints and retrospectives
    • Assist management by providing integration of new applications into the build and deployment framework
    • Initiate and drive the RCA/PIR/RFO process for any P1 or P2 issues that occurred during your shift
    • Oversee junior engineers to ensure procedures are adhered in the NOC and cross-train to enhance skill-set with peers
    • Follow-up with NOC Engineers or Engineering staff on resolution of ticket and information update so ticket can be effectively closed in a timely fashion
    • Work alongside and ensure mentoring of NOC personnel is occurring to ensure all staff is acquiring the necessary skill sets to perform their job functions and meet individual goals.
    • Proof and recommend updates, patches, replacements or upgrades to current NOC Software tools and Monitoring systems
    • Responsible for researching and developing new NOC monitoring tools as they become available
    • Monitor, resolve, and/or manage all incoming operations incidents and resolve or prioritize any unresolved issues and escalate to the appropriate on-call staff so tickets can be closed in a timely manner
    • Work with subject matter experts to learn new skills and bring them “home” to the team
    • Perform all other related duties as assigned

    Qualifications

    • Bachelor’s degree or equivalent experience required
    • 5-7 years’ experience in a technical or network operations support environment
    • Proven understanding of TCP/IP networking, SNMP, UNIX/Linux/Windows Server Operating Systems, HTTP/HTTPS, SMB, NFS, SMTP, IMAP, SSH, DNS, NTP, and Microsoft Office products are preferred
    • Expert with enterprise monitoring tools such as: Zenoss, Nagios, HPNA, HP Openview, AppDynamics, Logic Monitor, Splunk, VictorOps, Datadog, Gomez/Keynote, CatchPoint, New Relic, Big Panda, Moogsoft etc.
    • Knowledge of JIRA/Confluence is a must and experience with other ticketing systems like BMC Remedy, Service Now a plus
    • Outstanding Communication skills at the C-Level: Both Written and Verbal Communications
    • Experience working in a Linux environment and utilizing infrastructure in Amazon Web Services (AWS)
    • Python scripting will be a plus
    • Experience working with ITIL best practices for Incident, Problem, and Change Management
    • ITIL certification will be a plus

    Our Santa Barbara campus is made up of 4 buildings and an on-site gym. We offer a free bike sharing program to navigate around campus and to nearby shops and restaurants. During lunch, you will find our employees engaging in Bocce Ball, Pool, or Ping Pong. On average, we experience 70-degree days with access to the beach, mountains, and Los Angeles.

     

    LogMeIn Product Portfolio: GoToMeeting, GoToWebinar, Grasshopper, Join.me, GoToTraining, OpenVoice, Jive, Rescue, Bold360, GoToAssist Seeit, GoToAssist, Rescue Lens, LastPass, Pro, Central, GoToMyPC, (https://www.logmeininc.com/products)

     

    RPJ,

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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