Site Reliability Engineering/NOC Shift Manager at RingCentral
Want to change the way work…works? This is your moment.
RingCentral Glip integrates messaging with video to make conversation, collaboration and connection more meaningful than ever, no matter where or how people want to work.
The Innovation team is the engine that makes RingCentral go. From Engineering to UX/UI to CloudOps, this is the place where the biggest ideas in cloud communications are imagined, developed, and delivered. If there’s a better way to bring people together, RingCentral Innovation is finding it, iterating on it, and sharing it with the world.
We’re as proud of our working environment as we are of our market success. You’ll find all the training, opportunity and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement. RingCentral regularly brings home Best Place To Work awards from locations all over the world, and outstanding company ratings on Glassdoor and Comparably!
RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career. We’re not just changing the nature of communication and teamwork. We’re winning, together.
You will be responsible for the coaching, mentoring and management of employees assigned to shifts for the Network Operations Center (NOC) at RingCentral. This role will manage the 2nd shift (12pm - 11pm, 4 days per week). The SRE Shift Manager should be a strong leader, have excellent communication skills, ability to problem solve and have experience in all aspects of managing personnel. In addition, you should be technically able to help employees manage priorities in our daily activities when it comes to monitoring the health of our cloud based systems.
Understanding of HR protocols in regard to time off, evaluations, performance and more.
Performs duties associated the role, ensures that assigned shift personnel are in alignment with processes and able to perform duties.
Proactively manages the activities of Network Operations staff and utilizes performance based metrics and accountability.
Trains on guidelines for repair activities of network elements and establishes guidelines for quality of work standards.
Oversees incidents with a sense of urgency while following standard operating procedures.
Assist staff with troubleshooting and resolving common and escalated issues.
Ensures proper notification and communication is established and maintained.
Ensures proper documentation is completed in a thorough and accurate manner.
Proactively meets with customers, ensuring high levels of customer satisfaction.
Ability to communicate effectively with Partners and Vendors.
Ability to communicate effectively to teams.
Ability to listen to team feedback and prioritize efforts within the shift or, escalate to managers for suggestions.
Excellent collaboration skills.
Ability to think strategically and act tactically.
Excellent written and verbal communication skills. The ability to effectively and professionally communicate with internal staff at all levels in the organizations and with external stakeholders.
Works with a sense of urgency in high pressure environment and demonstrates the ability to effectively respond to issues during emergency situations.
Technical capacity and the ability to troubleshoot, triage and resolve problems related to hardware, software or protocol issues.
Demonstrates the ability to adapt quickly to changing priorities, circumstances and direction.
Education and Experience:
Technical certificates a plus.
Minimum of 3 year direct supervisory experience in a NOC environment required.
5+ years’ experience working in a mission-critical, 24x7 Network Operations Center environment in the telecommunications or SaaS industry.
This position directly supervises Network Operations employees. Carries out supervisory responsibilities in accordance with the organization’s policies. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Position Type/Expected Hours of Work:
This is a full-time position. Must be able to work in a 24X7 shift environment with the flexibility to work diverse schedules, including weekends, holiday and provide “on call support”.
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Comprehensive medical, dental, vision, disability, life and pet insurance
401K match and ESPP
Wellness programs including virtual yoga, bootcamp, meditation classes and more
Paid parental leave
Milk Stork parental account
New parent gift box
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RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
RingCentral is headquartered in Belmont, California and has offices around the world.
If you are hired in Colorado, the compensation range for this position is between $58,000 and $88,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.