Global Operations Center (GOC) Lead

The Global Operations Center (GOC) Engineer is a key part of our 24x7 operations team, responsible for monitoring, initial incident triage, basic troubleshooting, and first-level escalation. You will be on the front lines ensuring availability and responsiveness across critical services.

This is an excellent opportunity for someone with a strong interest in operations, monitoring tools, and cloud technologies to grow in a dynamic, high-impact team.

Key Responsibilities:

• Design and implement comprehensive monitoring solutions microservices running on AWS EKS.
• Develop and maintain monitoring-as-code using Terraform/CloudFormation
• Create custom dashboards, alerts, and runbooks for complex distributed systems.
• Implement distributed tracing across microservices and serverless functions.
• Monitor infrastructure, applications, and security alerts using tools such as Datadog, Splunk, or Prometheus.
• Follow documented SOPs and runbooks to triage and resolve routine incidents.
• Escalate non-resolvable or high-priority issues to the appropriate teams.
• Perform daily health checks and support planned change validations.
• Log and document all actions taken during shift in ticketing systems.
• Participate in shift handovers with clear and complete status updates.
• Maintain familiarity with system dashboards and performance metrics.
• Contribute to documentation improvements and feedback loops for alert tuning.
• Participate in on-call rotation and respond to critical monitoring alerts
• Perform root cause analysis using metrics, logs, and traces
• Reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
• Conduct post-mortems and implement monitoring improvements.
• Build monitoring to detect issues before they impact customers.
  

Required Qualifications:

• 5+ years of experience in infrastructure monitoring, DevOps, or SRE roles.
• 3+ years of hands-on experience with AWS cloud services
• 2+ years working with Kubernetes/container orchestration
• Experience in NOC, helpdesk, or IT operations.
• Familiarity with Linux commands, system health checks, and incident logging.
• Willingness to work in a rotating shift environment.

Automation Experience:

o Shell scripting for automation (Bash, PowerShell)

o Infrastructure as Code using Terraform or CloudFormation

o Git version control and CI/CD pipeline experience

Preferred Qualifications:

• Exposure to tools like ServiceNow, Datadog, or Splunk.
• Prior experience in 24x7 operations or production support.
• Strong written communication and documentation skills.