Job Description

About the Role

We are seeking a NOC Observability Engineer to Join our SiteOps team for monitoring our systems and applications. In this role, you will be responsible for the optimal performance and availability of Dropsuite's cloud and private infrastructure through active 24x7 monitoring of the infrastructure and performing surveillance of our computer systems, applications, and related networks & security.

This role involves actively monitoring systems, identifying & resolving issues in the capacity of a Level 1 engineer, and providing timely response & escalation of all incidents, outages, and performance alerts.

Location – Onsite (Shift Rotation) | Bandung, Indonesia (5 days per week in the office)

What You’ll be Doing

• Monitoring the performance and availability of Dropsuite’s Saas products on the cloud [AWS, GCP] which includes compute, applications, networks and all other elements via our observability platform.
• Perform regular health checks on all our infrastructure.
• Proactively responds to all alarms and alerts and determines whether triggered alerts warrant further investigation and verification.
• Performs first-level troubleshooting.
• Investigate and escalate alerts triggered to the respective escalation stakeholders for Level 2 support.
• Understand and follow steps as prescribed by internal processes
• Promptly communicate incident status and update respective parties.
• Make end-to-end follow-ups with respective escalation stakeholders.
• Responsible to create and track trouble tickets to closure.
• Participate in incident management processes, prioritize incidents based on severity, and ensure timely incident resolution within defined SLAs.
• Provide status updates and reports on all our system performance, uptime, incident statistics, and other relevant metrics to stakeholders.
• Stay updated with emerging network technologies, industry trends, and best practices through continuous learning and professional development.
• Contribute to process improvements within the NOC environment to enhance operational efficiency.
• Provide technical support and guidance to other cross-functional teams as needed.
• Tracking and documenting systems & applications issues and compiling incident reports.

About You

• Diploma or Degree in computer science or a related field.
• Minimum 3 years of experience in an established IT helpdesk/ Technical Support /NOC environment.
• Good English communication skills (written and verbal).
• Humble and curious attitude: you are keen to understand how things work.
• Knowledge of cloud infrastructure such as AWS and/or GCP.
• Knowledge of monitoring systems such as Datadog, Grafana, Zabbix, etc.
• Strong problem-solving, troubleshooting, and system analysis mindset.
• Know when to escalate or ask for help vs having to own and resolve the issue in isolation.
• Prior experience in a service provider data center is an advantage.
• Strong sense of accountability and urgency.
• Ability to work on rotational shifts and flexible hours.
• Clear communicator, confident, self-sufficient, focused, and determined.
• Knowledge of technology architecture for large-scale systems is a plus.
• Has a software development background or operations/infrastructure.
• Open and candid about discussing solutions, problems, and improvements.
• Has a passion for SRE principles and their adoption, to steer promised reliability, performance, and security of the applications, services, and systems.
• A fan of the DevOps approach, promoting a loosely coupled, heavily automated, and constantly monitored distributed system.

About Us

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.

The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.

NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.

What You’ll Love

• We are a collaborative, kind, and curious community
• We prioritise your work/life balance offering a hybrid work environment and free in-office lunches throughout the week
• We reward your work with opportunity for growth and advancement
• Grow personally and together with one of the fastest growing companies globally
• Develop your skills through our renowned training platform
• Receive competitive compensation 
• Collaborate with an amazing international workforce  

Additional Information

This position is  NOT eligible for Visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.