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