Infrastructure Support Engineer (NOC)

Infrastructure Support Engineer (NOC)

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

Available Locations: Bengaluru

About The Role

In this role, you will be focused on monitoring, managing and maintaining the Cloudflare global network. You'll work closely with Cloudflare's SRE (Site Reliability Engineering) team, Network Engineering team, Network Deployment Engineering team and with various vendors and partners (including hardware vendors, datacenter and network providers, and ISPs) to maintain and improve our global infrastructure. This role ensures the maximum uptime performance, and security of critical systems and services. This is a highly visible position that requires deep technical understanding of datacenter infrastructure, networking (physical), and basic experience with data analysis.

To be successful in this position, you should have excellent technical skills, communication skills, and be able to navigate a range of challenges and constraints (e.g. schedule adherence, time zones, and cultures). You will have the opportunity to maintain a faster, safer Internet for our millions of users and the billions of web surfers that visit their sites each month.

You are detail-oriented, eager to learn, and excited to grow your career in a fast-paced, global infrastructure environment. You bring foundational knowledge of data center environments, networking, and Linux systems, and are motivated to support mission-critical operations. You're comfortable following established processes, working across time zones, and collaborating with global teams. You will be working with partners to support infrastructure to a number of remote locations. You will have had experience managing operational environments, and used to developing new approaches to improve efficiency or operational stability.

What You'll Do

• Monitor for network and data center issues working with Infrastructure, Network, and SRE teams to support the day-to-day health of data center operations.
• Identify and respond to incident, outage and performance issues to ensure data center and network availability through proactive support and remote coordination.
• Perform first level of troubleshooting of issues by following SOPs, and helping to coordinate and track tasks with remote hands/contractors (e.g. hardware support/check cabling).
• Conduct root cause analysis for recurring issues and recommend preventive measures.
• Creating and maintaining documentation related to SOPs and participating in development and refinement of monitoring best practices.
• Support and reconfigure network infrastructure where required.
• Use tools like JIRA to update task status and progress reports.
• Providing feedback to internal teams to support internal tools and external vendor partnerships.

Required Experience

• English language proficiency (written and verbal) is mandatory.
• Over 2 years of experience in a technical support, IT operations, or data center environment (internship or junior role experience acceptable).
• Exposure to basic networking concepts (cabling, ports, troubleshooting). Experience with Juniper, Cisco and DWDM network equipment.
• Familiarity with Linux-based systems and command-line tools.
• Experience working with or coordinating third-party contractors (e.g. remote hands, field engineers).
• Familiarity with work required to stand up infrastructure in remote colocation facilities.
• Experience running and improving operational processes.
• Familiarity with day-to-day tasks common to Data Center Operations e.g decommissioning and power).
• Comfortable handling basic program management responsibilities (prioritization, planning, scheduling, status reporting) such as JIRA.
• Incident management.

Other Responsibilities May Include

• Assist in improving documentation and procedures for remote site operations.
• Participate in on-call rotations or incident response support.
• Collaborate with global teammates across time zones and cultures.
• Assist with the definition, documentation and implementation of consistent processes across all region.
• Limited travel may be required for team offsites.

Examples Of Desirable Skills, Knowledge And Experience

• Bachelor's degree; technical background in engineering, computer science, or MIS.
• Direct experience executing on complex data center/infrastructure projects.
• Previous experience installing / maintaining data center (and other IT) infrastructure and DCIM tools.
• Experience running and improving operational processes in a rapidly changing environment.
• Strong verbal and written communication skills, problem-solving skills, attention to detail, and interpersonal skills.
• Must be proactive with proven ability to learn fast and execute on multiple tasks simultaneously.
• Ability to manage MS excel and Google spreadsheets.
• Comfortable handling multiple responsibilities (prioritization, planning, scheduling, status reporting) such as JIRA.
• Must be a team player.

Bonus Points

• Multi-lingual; experience working with infrastructure in multiple countries.
• Comfortable with remote "lights-out" and out-of-band access to data center resources.
• Linux certifications (RHCSA etc.).
• Network certifications (CCNA, JNCIA or higher).
• Configuration management systems such as Saltstack, Chef, Puppet or Ansible.
• Scripting or software development experience in Bash, Python or Go-lang.
• Familiarity with load balancing and reverse proxies such as Nginx, Varnish, HAProxy, Apache.
• Experience in working within a large scale SaaS vendor.

What Makes Cloudflare Special?

We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you'd like to be a part of? We'd love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will