Network Operations Center Analyst

Available Location: Kuala Lumpur, Malaysia
About the role
The Network Operations Center ("NOC") Analyst provides premium-level support for Cloudflare's largest and most technically sophisticated customers. The NOC service will focus on monitoring, alerting, and addressing issues related to availability and latency degradation in Layer 7 traffic, as well as handling basic security escalations and offering recommendations to mitigate fundamental attacks. The NOC system will monitor HTTP requests for alert-able conditions, and our NOC team will alert customers about problems as soon as they are found.
The NOC Analyst will also analyze the alerts, inform the customer of any material impact, and proactively put in motion a remediation path to resolving the degraded service, whether that be by moving traffic through a new route or working with the Systems Reliability Engineering team for a quick product fix or to declare a broader incident. The team also provides reporting and analysis to the customer in regular cadence, beyond any report that would be self-serviceable within the Cloudflare UI.
Responsibilities

• Configure and maintain custom alerting for availability and latency across Layer 7.
• Maintain customer dashboards in Grafana, which will be used to monitor for alert signals.
• Work closely with internal teams such as System Reliability Engineering, Infrastructure Engineering, and Network Engineering to alert against, and subsequently provide meaningful data on performance degradation.
• Outreach to customers for triggered alerts, providing them with meaningful information on what alerts are firing and why.
• Escalate impactful alerts to customer support and/or other internal teams.
• Join customer calls to provide granular and frequent status updates on critical issues.
• Compile historical reporting on a regular cadence to customers, including remediation steps.

Requirements
3+ years experience in a customer-facing technical support role

• Modern internet protocols like HTTPS, UDP, TCP, etc.
• Analysis of traffic for anomaly detection and creation of mitigation rules
• Knowledge of Cloudflare Products & Features
• Excellent communication skills with both an internal technical audience and a high-level customer stakeholder
• Command line / Bash shell
• Demonstrates excellent crisis management principles
• Strong multi-tasker with ability to quickly context switch
• Motivated self-starter who is always looking to improve and expand skills
• Flexible for scheduled holiday/weekend coverage.
• Highly desirable:
• Experience with prometheus queries, grafana, alertmanager, webhooks, and pagerduty.
• You are familiar with Cloudflare and have a site actively using our platform