Operations Intelligence Engineer

About Intermedia Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you. Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years! Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back! Are you ready to make your mark? About the Role: Our Operations Intelligence Engineers support the Operations Intelligence Center (OIC) in improving service reliability through incident management, observability, operational analytics, and continuous improvement initiatives. As an Operations Intelligence Engineer, you will facilitate service-impacting event response activities, support observability and event intelligence initiatives, and partner with Engineering, Infrastructure, Security, and Support teams to improve operational effectiveness across our products and services. In this role, you will build expertise in incident coordination, event intelligence, BigPanda administration, operational analytics, and reliability engineering practices while helping drive improvements that enhance service availability and customer experience. This role serves as a key contributor to incident management, observability, and reliability improvement initiatives while providing mentorship and guidance to Operations Intelligence Associates. What you will be doing: Facilitate service-impacting event response and coordination activities Act as a primary incident coordinator for low to medium complexity incidents Investigate incidents utilizing monitoring, logging, and observability platforms Analyze alert patterns and identify opportunities to improve signal quality Partner with service owners to improve monitoring effectiveness and detection coverage Assist with administration and support of BigPanda and related observability platforms Participate in SIE retrospectives and identify opportunities for operational improvement Develop and maintain runbooks, knowledge articles, and operational procedures Contribute to KPI reporting and operational analytics efforts Provide guidance and mentorship to Operations Intelligence Associates Participate in after-hours incident response and on-call activities when required Collaborate with Engineering teams to investigate recurring operational issues What you bring to the Role: Bachelor's degree or equivalent combination of technical education and relevant experience preferred 3–5 years supporting enterprise production environments Solid understanding of IP, TCP, UDP, SSL/TLS protocols and other network concepts required Experience supporting Telephony, PBX phone systems, SIP/RTP, and WebRTC preferred Knowledge of common tools used to validate network connectivity Excellent oral and written communication skills Ability to document operational procedures, troubleshooting activities, and incident response processes Self-starter with a willingness to learn new technologies and processes Experience supporting distributed cloud-based applications and services Experience using monitoring, logging, or observability platforms Experience working with incident management processes Familiarity with cloud environments such as AWS or Azure Strong troubleshooting and documentation skills Experience with ServiceNow, Jira, or similar operational platforms preferred Bonus Skills: Exposure to cloud platforms such as AWS, Azure, or GCP Experience with observability platforms such as Grafana, Prometheus, Kibana, Splunk, Datadog, Dynatrace, New Relic, LogicMonitor, or similar Familiarity with event intelligence platforms such as BigPanda, PagerDuty, ServiceNow Event Management, Moogsoft, or similar Experience supporting Linux and Windows server environments Experience with virtualization technologies such as VMware or Hyper-V Familiarity with operational analytics, KPI reporting, or dashboard development Experience participating in incident management or major incident response processes Diversity, Inclusion, and Equal Opportunity We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.