About this role
Monitor, maintain, and ensure reliability of Cyara's global SaaS platform across AWS, Linux/Windows, and VoIP/Contact Center systems. Work with Support to maintain uptime SLAs, diagnose issues, perform upgrades, and drive automation and AI-driven operational efficiency. This is a 24x7 rotational role requiring autonomous, immediate response to critical alerts.
The ideal candidate either brings hands-on automation experience or demonstrates a strong willingness to learn and implement automation practices, contributing to the team's evolution toward an SRE model
Key Responsibilities:
- Monitoring & Incident Response: Monitor platform health via Grafana IRM, CloudWatch; respond to alerts within SLA
- Cloud & Infrastructure: Manage AWS infrastructure (EC2, ASG, EBS, Lambda, VPC); administer Linux & Windows servers
- VoIP & Contact Center: Troubleshoot VoIP (SIP/H.323), SBCs, IVR/Contact Center platforms (Avaya, Cisco, Genesys)
- Application Support: Provide application/product support for Cyara SaaS (CloudBroker, CEN, Web, RMQ)
- Automation & AI: Leverage AI-assisted tools for log analysis, triage recommendations, and predictive alerting
- Cost Monitoring: Track AWS spend via Cost Explorer; identify right-sizing and savings opportunities
- Documentation: Maintain SOPs, RCA documents, runbooks; improve monitoring and alerting workflows
- Communication: Coordinate with Customer Support teams and provide clear, structured incident updates
- Shift Pattern : 24x7 rotational shifts (nights, weekends, holidays)
Technical Skills:
Domain
Required Skills
AWS Cloud
EC2, ASG, EBS, ELB, Lambda, VPC, Route53, CloudWatch, IAM, S3, Cost Explorer
OS & Servers
Linux (Ubuntu/CentOS/RHEL), Windows Server, MSSQL basics
VoIP & Telecoms
SIP, H.323, RTP, SBC management, Wireshark, carrier coordination
Contact Center
IVR platforms (Avaya, Cisco, Genesys), call flows, agent routing
Networking
TCP/IP, DNS, DHCP, SMTP, BGP, routing/switching fundamentals
Monitoring
Grafana IRM, CloudWatch, Sumologic, Splunk, PagerDuty
Automation
Bash, Python, PowerShell; Terraform/Packer/Chef (exposure)
ITSM
Incident, Change, & Problem Management; RCA documentation
Qualifications:
- Bachelor's in CS, IT, or related field
- 1-3 years in NOC/Application Support/Infrastructure Operations
Nice to Have:
- AWS certifications (Cloud Practitioner / SA Associate / SysOps)
- Containerization (Docker, ECS/EKS) and CI/CD pipelines
- AIOps/ML-driven operations tools
- Message queuing (RabbitMQ, Kafka)
Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid