8 days old

NOC Analyst - UK

Five9, Inc.
London, England EC2N 2AT



Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. 


Join Five9 Network Operations Center team for an exciting opportunity play a vital role in maintaining Five9s Cloud Call Center Services and Application Delivery. The NOC Analyst will ensure 24/7/365 service to our internal and external customers.  This role will likely be a day shift position, but the ideal candidate would have flexibility for day or night shifts along with on-call duties. This is a remote position with regularly scheduled or emergency onsite maintenance at Datacenter located in Slough, London, UK.



Location: LONDON commutable distance to Slough Datacenter


Key Responsibilities:

  • Perform daily, weekly monthly and quarterly maintenance procedures and defined in the Operational Guidelines.

  • Monitor and Identify events proactively resolving issues.

  • Follow standard operating procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems.

  • Test and turn up of SIP and ISDN trunk groups.

  • Report all service impacting issues within 5 minutes of detection.

  • Respond & Resolve Customer escalations within the SLA window.

  • Monitor Carrier & Partner metrics to assure adherence to existing SLAs.

  • Open and track to resolution vendor, carrier and internal tickets.

  • Internal & External Incident Notifications.

  • Provide Root Cause Analysis for all incidents.

  • Monitor Network Security and report and document any breaches.

  • Adhere to Five9 policies for reporting and managing change requests control.


Required Experience

  • 4+ years recent relevant experience providing technical support, performing maintenance, monitoring and configuration work, in a 7x24x365 technical operation environment

  • Strong technical knowledge in at least one of the following categories.

    • Telephony configuration and troubleshooting.

    • Networking configuration and troubleshooting.

    • Systems administration and troubleshooting.

    • Database Use and Administration.

  • Experience with CRM ticketing systems and coordinating workflow with other departments.

  • Must be willing to work shifts and participate in on-call rotation (days, nights, weekends).

  • Ability to work independently and be a self-starter.

  • Understanding of voice or data networks and protocols.

  • Ability to communicate clearly with the Global NOCs internal & external customers.

  • Familiarity with telecom & network carriers their portals and ticketing procedures.

  • Experience working with network & telecom vendor equipment.

  • Associates degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work/military experience.


Desirable Qualifications/Experience

  • Understanding of the following voice and data protocols: SIP, ISDN, MGCP, RTP, TCP, SDP, UDP, HTTP, DHCP, DNS, NAT.

  • ITIL qualifications and experience.

  • Quality metrics.

  • Data Center knowledge and experience

  • Network equipment configuration (Cisco, Juniper, firewalls).

  • Systems OS, services and hardware configuration (DHCP, DNS, NAT Traversal, Linux, MS Windows).

  • Telecom equipment configuration (Media Gateway, SIP Proxy, AudioCodes, Sonus, AcmePackets)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.




Posted: 2021-04-29 Expires: 2021-05-29

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NOC Analyst - UK

Five9, Inc.
London, England EC2N 2AT

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