Senior NOC Engineer

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.There’s another option. Freshworks. With a fresh vision for how the world works.At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.Fresh vision. Real impact. Come build it with us.

We are looking for a skilled and detail-oriented NOC (Network Operations Center) Engineer to join our team. You will be responsible for managing and monitoring production systems, ensuring the health, performance, and reliability of our internet-facing infrastructure. The ideal candidate should have a solid background in system administration, networking, and incident response, with a proactive mindset and a willingness to work in a 24/7 environment.

Key Responsibilities

• Monitor and manage production systems to ensure high availability and performance.

• Act as the primary point of contact for all production-related incidents and alerts.

• Perform root cause analysis (RCA) for service-impacting events and implement preventive measures.

• Troubleshoot and resolve infrastructure issues escalated by internal systems or customers.

• Participate in a 24/7 shift rotation and ensure timely incident response and communication.

• Collaborate with platform and product teams to review and implement application and infrastructure monitoring changes.

• Develop and maintain SOPs and knowledge base articles for recurring operations tasks.

• Support and enforce compliance with internal security and compliance policies.

• 
  3+ years of experience in Linux/Unix systems administration.

• Strong understanding of internet protocols and networking concepts: DNS, DHCP, NTP, SMTP, TCP/IP, SSH, HTTPS, TLS, IPSec, VPN, etc.

• Experience in application and database-level monitoring and troubleshooting (e.g., Apache, Tomcat, MySQL).

• Proficiency in scripting languages: Shell, Python or Ruby.

• Hands-on experience with monitoring and logging tools such as Nagios, New Relic, Datadog, Splunk, Sumo Logic, ELK stack, etc.

• Experience with incident management tools like ServiceNow, JIRA, and PagerDuty.

• Basic knowledge of web fundamentals: HTML, JavaScript, CSS, server-side programming, and databases.

• Working knowledge of AWS or other cloud platforms.

• Experience with containers and orchestration platforms: Docker and Kubernetes.

• Familiarity with CI/CD ( Jenkins ) pipelines and automation tools.

• Knowledge of infrastructure-as-code using Terraform.

• Strong collaboration skills with cross-functional teams, including SRE, Security, and DevOps.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.