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Lead NOC Engineer, Incident Management - ITSM/ITIL SME

Company: LogMeIn
Location: Santa Barbara
Posted on: October 8, 2019

Job Description:


Overview


As a Staff NOC Engineer (i.e. Lead NOC Engineer), 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, TOC and 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

  • Play an instrumental role in designing, implementing and continuously improving Incident, Problem and Change Management processes, (i.e. Service Management professional)
  • Launch Readiness Planning and Runbook creation for Incident Management processes for Incident and Crisis event handling (aka Critical Incident Playbook)
  • Provide Training, Coaching and Guidance to internal teams, evangelizing Problem Management best practices throughout the organization
  • Establish Metrics and Reporting to create visibility into adoption and effectiveness of processes
  • Oversee junior engineers to ensure procedures are adhered to in the NOC and cross-train to enhance skill-set with colleagues
  • Coordinate all internal resources and vendors in Triage, Root Cause Analysis and Restoration of critical application and system incidents
  • Participate in critical Incident Management 24/7 rotation
  • Research, POC and recommend updates, patches, replacements or upgrades to current NOC Software tools and Monitoring systems
  • Identify opportunities to gain efficiencies and quality of service through automation; leverage those opportunities utilizing your hands-on scripting skills

    Qualifications

    • Bachelor's degree or equivalent professional experience required
    • 5-7 years of experience in a technical or network operations support environment, (e.g. NOC, SOC, TOC, etc.)
    • Experience working with ITIL best practices for Incident, Problem and Change Management (ITIL certification a plus)
    • 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
    • Expertise with enterprise monitoring tools (e.g. 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 required; experience with other ticketing systems a plus, (e.g. BMC Remedy, Service Now)
    • Experience working in a Linux environment and utilizing infrastructure in Amazon Web Services (AWS)
    • Python scripting is 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)

      Keywords: AWS, Engineer, Event, Incident, Infrastructure, ITIL, Jira, Leader, Linux, Management, Mentor, Monitoring, Network, NOC, Operations, Problem, Process, Python, RPJ, SOC, TOC, Tools


      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

Keywords: LogMeIn, Santa Barbara , Lead NOC Engineer, Incident Management - ITSM/ITIL SME, Executive , Santa Barbara, California

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