Observability Engineer [NOC]

Nice to Meet You! We are Dropsuite!

We are seeking a NOC Observability Engineer to Join our SiteOps team for monitoring our systems and applications. In this role, you will be responsible for the optimal performance and availability of Dropsuite's cloud and private infrastructure through active 24x7 monitoring of the infrastructure and performing surveillance of our computer systems, applications, and related networks & security.

This role involves actively monitoring systems, identifying & resolving issues in the capacity of a Level 1 engineer, and providing timely response & escalation of all incidents, outages, and performance alerts.

Work Arrangement

• Full-time position
• Onsite work model (5 days per week in the office on a shift basis)
• Eligible to reside and work in Bandung (Indonesian citizenship only)

Key Accountabilities

• Monitoring the performance and availability of Dropsuite’s Saas products on the cloud which includes compute, applications, networks, security, and all other elements via our observability platform.
• Monitor our internal endpoints, ensure compliance with our security policies and practices, identify potential security threats, and collaborate with the security team to implement necessary measures.
• Perform regular health checks on all our infrastructure.
• Proactively responds to all alarms and alerts and determines whether triggered alerts warrant further investigation and verification.
• Performs first-level troubleshooting.
• Investigate and escalate alerts triggered to the respective escalation stakeholders for Level 2 support.
• Understand and follow steps as prescribed by internal processes
• Promptly communicate incident status and update respective parties.
• Make end-to-end follow-ups with respective escalation stakeholders.
• Responsible to create and track trouble tickets to closure.
• Participate in incident management processes, prioritize incidents based on severity, and ensure timely incident resolution within defined SLAs.
• Provide status updates and reports on all our system performance, uptime, incident statistics, and other relevant metrics to stakeholders.
• Stay updated with emerging network technologies, industry trends, and best practices through continuous learning and professional development.
• Contribute to process improvements within the NOC environment to enhance operational efficiency.
• Provide technical support and guidance to other cross-functional teams as needed.
• Tracking and documenting systems & applications issues and compiling incident reports.

Qualifications and Competencies

• Diploma or Degree in computer science or a related field.
• Minimum 3 years of experience in an established IT helpdesk/ Technical Support / NOC environment.
• Humble and curious attitude: you are keen to understand how things work.
• Knowledge of cloud infrastructure such as AWS and/or GCP.
• Knowledge of monitoring systems such as Datadog, Grafana, Zabbix, etc.
• Strong problem-solving, troubleshooting, and system analysis mindset.
• Know when to escalate or ask for help vs having to own and resolve the issue in isolation.
• Prior experience in a service provider data center is an advantage.
• Strong sense of accountability and urgency.
• Ability to work on rotational shifts and flexible hours.
• Clear communicator, confident, self-sufficient, focused, and determined.
• Knowledge of technology architecture for large-scale systems is a plus.
• Has a software development background or operations/infrastructure.
• Open and candid about discussing solutions, problems, and improvements.
• Has a passion for SRE principles and their adoption, to steer promised reliability, performance, and security of the applications, services, and systems.
• A fan of the DevOps approach, promoting a loosely coupled, heavily automated, and constantly monitored distributed system.

Why Join Us

Dropsuite (listed DSE:ASX) safeguards business information. We are a global, fast-growing, partner-centric company building secure, scalable, and highly usable cloud backup technologies for businesses. Our mission is to help business stay in business. Dropsuite performs billions of backups per day for organizations in more than 100 countries around the globe.

Dropsuite is known for its team of ‘hungry owners.’ We are hungry to win and tenacious, but at the same time we all are owners: we do not cut corners and always seek to do the right thing. We are experts in what we do, are highly customer focused and we love solving problems. We play as a team, where respect is one of our key values and we see helping others as a priority.

Rewards That Go Beyond

• Competitive compensation
• Health insurance for you and your dependents
• Social Security (BPJS Ketenagakerjaan)
• Hybrid work model
• 12 Days of Annual Leave
• Entitled to Indonesia Public Holidays
• Other leave benefits, such as Wedding leave
• Growth opportunities
• Work in a global company with meaningful work, highly skilled colleagues and an amazing culture

Diversity and Inclusion Statement

Dropsuite is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Please note that only applicants residing and eligible to work in Bandung Indonesia will be considered and only shortlisted candidates will be contacted.

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