What you can expect
We are seeking an experienced NOC Shift Lead to manage critical data operations and incident response for our global infrastructure. This role combines technical expertise with leadership skills to ensure seamless service delivery.
About the Team
You will oversee operations within our state-of-the-art Network Operations Center, managing both traditional data center infrastructure and cloud-based systems. The role requires maintaining uptime for mission-critical applications while monitoring and analyzing both internal and external performance metrics.
You will be part of the global NOC team responsible for keeping the Zoom services operational, and monitoring Infrastructure & AWS cloud technologies. Responsible for uptime of Zoom application & tools which is used to analyze the internal & external KPI/SLA metrics. Monitoring tools play a key role in identifying, detecting & resolving issues to help smooth operations.
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Responsibilities
- Leading real-time monitoring and analysis of system performance metrics and KPIs
- Managing incident response workflow and coordinate resolution across technical teams
- Overseeing alert management system and establish escalation protocols
- Directing troubleshooting efforts and incident investigations
- Supervising ticket queue management and action item tracking
- Coordinating with technical and service teams for system maintenance and upgrades
What we're looking for
- Have proven track record with 5+ years managing incident response teams
- Possess knowledge of ITSM frameworks and incident management processes
- Show proficiency in data center operations and cloud infrastructure monitoring
- Have advanced skills in documentation and collaboration tools (Jira, Confluence, Zoom Docs)
- Show leadership in cross-functional team environments
- Possess excellence in global team coordination across multiple time zones
- Possess flexibility to work rotating shifts including evenings, weekends, and holidays.
Salary Range or On Target Earnings:
Minimum:
$87 600,00
Maximum:
$186 000,00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
06/18/25
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know-we're here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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