Key Responsibilities :

- Monitoring & Incident Response: Monitor platform health via Grafana IRM, CloudWatch; respond to alerts within SLA

- Cloud & Infrastructure: Manage AWS infrastructure (EC2, ASG, EBS, Lambda, VPC); administer Linux & Windows servers

- VoIP & Contact Center: Troubleshoot VoIP (SIP/H.323), SBCs, IVR/Contact Center platforms (Avaya, Cisco, Genesys)

- Application Support: Provide application/product support for Cyara SaaS (CloudBroker, CEN, Web, RMQ)

- Automation & AI: Leverage AI-assisted tools for log analysis, triage recommendations, and predictive alerting

- Cost Monitoring: Track AWS spend via Cost Explorer; identify right-sizing and savings opportunities

- Documentation: Maintain SOPs, RCA documents, runbooks; improve monitoring and alerting workflows

- Communication: Coordinate with Customer Support teams and provide clear, structured incident updates

- Shift Pattern: 24x7 rotational shifts (nights, weekends, holidays)

Technical Skills :

1. AWS Cloud :

- EC2, ASG, EBS, ELB, Lambda, VPC, Route53, CloudWatch, IAM, S3, Cost Explorer

2. OS & Servers :

- Linux (Ubuntu/CentOS/RHEL), Windows Server, MSSQL basics

3. VoIP & Telecoms :

- SIP, H.323, RTP, SBC management, Wireshark, carrier coordination

4. Contact Center :

- IVR platforms (Avaya, Cisco, Genesys), call flows, agent routing

5. Networking :

- TCP/IP, DNS, DHCP, SMTP, BGP, routing/switching fundamentals

6. Monitoring :

- Grafana IRM, CloudWatch, Sumologic, Splunk, PagerDuty

7. Automation:

- Bash, Python, PowerShell; Terraform/Packer/Chef (exposure)

8. ITSM :

- Incident, Change, & Problem Management; RCA documentation

Qualifications :

- Bachelor's in CS, IT, or related field

- 1 - 3 years in NOC/Application Support/Infrastructure Operations

Nice to Have :

- AWS certifications (Cloud Practitioner / SA Associate / SysOps)

- Containerization (Docker, ECS/EKS) and CI/CD pipelines

- AIOps/ML-driven operations tools

- Message queuing (RabbitMQ, Kafka)