Systems Operator @ Global Relay

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

The Systems Support Operator – L1 will be primarily responsible for supporting the IT Operations team in operational event troubleshooting, incident investigation, and resolution management. Additional responsibilities will include: support ticket triage, oversight, and coordination as well as assisting in server maintenance, implementation and support of Operations support tools.

Your Job:

Liaise between IT Operations and Development teams to identify, troubleshoot, diagnose, and prioritize work requests as they arise.
Monitor and review dashboards, logs, and critical alerts to ensure system issues are identified, escalated, and addressed as quickly as possible.
Provide ongoing operational support and work closely with team members on issue coordination to resolution.
Manage and administer all IT Operations ticket queues.
Develop and maintain system use guides, run books, and other operational documentation as needed.
Participate or potentially lead the coordination of incident response and resolution activities.
Log and communicate all activities related to planned and unplanned maintenance and incident response items.
Support root cause analysis, investigations, and follow-up on action items.

About You:

Previous experience working in an environment with formally structured IT Operational processes: ticket triage and management, incident management, change management, problem management, and continuous improvement.
1 - 3 years of experience as a Systems Administrator within an IT Operations environment.
Experience running and supporting a global 24x7 internet based service or product.
Service management certifications such as ITIL, AGILE, ISM, COBIT, MOF.
Experience installing, configuring, and administering Linux operating systems.
Experience with OpenSource software and/or Service Management Tools and Applications (Satellite, Puppet, Zabbix, JIRA, OpenCMDB, OpenAUDIT).
Solid understanding of networking/firewall concepts and their role within an application development environment would be considered an asset.
Scripting languages such as Python, Ruby, Perl, and/or Bash would be considered an asset.

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.

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