NOC Engineer

at  Xperi

Xperi invents, develops and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering billions of consumer electronics, connected cars and digital content titles, we make entertainment more immersive, driving more intelligent and every interaction seamlessly personalized through our renowned consumer brands: DTS®, HD Radio™, IMAX® Enhanced and TiVo®.
Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA with over 2,000 employees across North America, Europe and Asia. Come join a thriving team where you can play an integral role in shaping the future of entertainment technology.
NOC Administrator
Network operations center (NOC) administrators monitor the Xperi production environments, manage production incidents, and manage changes to production software/hardware. They need to classify issues for escalation as per the business requirements of clients and the Xperi operational procedures.
Administrators collect and assess performance reports from monitoring systems to identify potential impact to the production environments. Administrators also use several modes of communication, primarily a service ticketing system, to collect reports from customers on the performance of their applications. They document all their activities by complying with conventional policies and procedures of the organization.
Administrators work with technical teams to use all vendor and internal resources to isolate and fix issues as per service level agreements (SLAs) and expectations of clients. They are responsible for escalations. Administrators also track and document production incidents to allow for internal/external communication.
Administrators oversee the production change management process. They validate documentation of changes to ensure contractual obligations are met. Administrators take note of performance issues that occur regularly and confirm the expected functionality of applications. They directly communicate with organizations regarding the method of procedure for planned maintenances.
Administrators have working knowledge of the Xperi branded applications to allow for product testing. Administrators will also employ this knowledge for tier 1 triage, pre/post maintenance sanity checks, and customer assistance.
Administrators handle end user accounts and ensure round-the-clock technical support. They communicate methods to rectify common application issues, particularly those occurring frequently.

Primary Responsibilities

• Primary support for production environment with unrelenting focus on uptime and quality of production services
• Proactively identify and escalate all service affecting issues.
• Escalate complex issues in a timely and appropriate manner to operations teams and/or engineering teams.
• Ensure all production changes follow operational processes for change management
• Learn production systems to increase ability to identify incidents proactively and manage production changes.

Experience and Qualifications

• Excellent in customer service support
• Proven communication skills
• Strong aptitude for learning quickly, adapting to fast paced environment, and handling competing priorities
• Ability to work all NOC shifts and flexibility with shift changes.
• Excellent troubleshooting and debugging capability
• 1-2 years technical support experience (hardware, application, network, software, etc.)
• Ability to professionally react to high-priority requirements with little or no notice.
• Leadership skills that will allow for future advancement.

Some experience in one or more of the following is helpful, but not required:

• Internet Service Provider / Application Service Provider work experience
• Telecommunications work experience
• Server hosting / server farms
• Broadcast Television / Multimedia environments, and other large scale, production, commercial systems
• Linux/Redhat system experience
• Experience with monitoring systems
• Experience with service based ticketing system(s).

Life @ Xperi:
At Xperi, we value People, Customers, Performance and Innovation. We are dedicated to creating a workplace where all employees have a voice and sense of belonging, feel safe and valued, and are acknowledged for how their unique differences contribute to organizational culture and business outcomes.
Our employees and their families are important to us, and our comprehensive pay, stock and benefits programs reflect that. Xperi supports personal well-being, builds financial security and enables employees to share in our collective success.

Rewards include:

• Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future.
• Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.
• Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.
• A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.

The estimated base salary range for this full-time position is $71,830- $77,000 plus bonus, equity, and benefits, and can vary if outside of this location. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, market demands, internal parity, and relevant education or training. Your recruiter can share more about the specific salary range and perks and benefits for your location during the hiring process

• Primary support for production environment with unrelenting focus on uptime and quality of production services
• Proactively identify and escalate all service affecting issues.
• Escalate complex issues in a timely and appropriate manner to operations teams and/or engineering teams.
• Ensure all production changes follow operational processes for change management
• Learn production systems to increase ability to identify incidents proactively and manage production changes