Operations Engineer - UK Remote (Contract)

Ooma is a company that empowers people to connect through its cloud-based communication platform. They are seeking a highly motivated and experienced Operations Engineer Contractor to maintain system health, respond to operational issues, and drive improvements through automation and documentation in their KAZOO environments.

Responsibilities:

• Step in to assist with inbound support calls during high-volume periods
• Troubleshoot and resolve escalated issues or route them appropriately
• Respond to and resolve operational tickets within defined SLAs
• Consistently meet or exceed SLA expectations
• Maintain clear, accurate documentation within ticketing systems
• Monitor and respond to system alerts (Zabbix, OpsGenie) during assigned shifts, including on-call rotations
• Ensure alerts are meaningfully progressed or resolved
• Perform root cause analysis and document findings
• Handle escalated requests from Support, Engineering, and other teams
• Collaborate cross-functionally to ensure timely resolution
• Maintain the stability, performance, and availability of KAZOO environments
• Proactively identify risks and take action to prevent downtime
• Execute system and application updates during maintenance windows
• Validate system performance post-maintenance and communicate results
• Create and update documentation for processes and procedures
• Maintain documentation for non-standard client configurations
• Identify opportunities to improve systems through automation
• Partner with leadership and engineering on automation initiatives
• Invest time in professional development aligned with team goals
• Stay up to date on relevant technologies and best practices

Requirements:

• 3+ years of Linux server administration experience
• Strong troubleshooting skills in production environments
• Experience working within SLA-driven support models
• Ability to work independently and prioritize effectively
• Excellent written and verbal communication skills
• Experience administering FreeSWITCH or Kamailio
• Experience with SIP troubleshooting and PCAP analysis
• Familiarity with monitoring tools such as Zabbix and OpsGenie
• Experience supporting VoIP or telecommunications platforms