Senior Ops Application Monitoring

Join Gong's R&D as an Senior Ops Application Monitoring in our NOC team, where you'll drive the enhancement of work processes, tools, and KPI management to make sure our team is maximizing its potential.

The team monitors our production environments, applications, and deployment pipelines. Our responsibilities include, among other things, managing incidents from identification through resolution to RCA and acting as the primary point of contact for cost anomaly detections.

Responsibilities

Lead the establishment, implementation, and tracking of team KPIs and SLOs.
Collaborate with R&D functions to establish and maintain a robust system and practices
Elevate and expand the team’s scope and methods, including playbooks & protocols, end-to-end monitoring, anomaly detection, and incident management, to ensure alerts and incidents are handled quickly and professionally.
Revise and implement processes and practices for measuring and managing the team’s effectiveness, quality, efficiency, and reliability.
Spearhead knowledge management, ensuring up-to-date materials in line with team standards.

Requirements

3 years of experience in monitoring centers/ technical support/ service desk
Hands-on experience in setting and managing KPis & SLOs for NOC, Technical Support, Professional Services or similar domains
Hands-on experience in building JIRA dashboards or other visualization and management too
Scripting/Programming knowledge - Advantage
Strong communication and collaboration skills - team player.
Excellent verbal and writing skills in English and Hebrew.
Technical writing skills are a must.
Passion for being hands-on.
Positive can-do attitude with a high level of energy and work ethics.
Organize & meticulous.
Self-motivated, fast learner, and able to take responsibility.
Bachelor degree in Information Management, Computer Science, or another related field - An advantage

About us-

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Reality Platform™ empowers companies to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes.

Here at Gong, we encourage our employees to express their personality and identity (whether gender, ethnic, religious, or sexual), and we ensure fairness and equal opportunities. We follow a hybrid working model that combines working from home, on the go, or at the office. This allows us: flexibility, autonomy, positive work relationships, and effective work habits.

If these considerations are important to you when choosing a workplace, we'd love to see you with us.

To review Gong's privacy policy, visit www.gong.io/privacy-policy/ for more details.