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"VAST's data management vision is the future of the market." - Forbes
The Services Operations Center (SOC) is a team within Customer Success whose function is to monitor the quality of service of VAST Data clusters deployed in the field, and take the necessary actions in the case of service degradation or outage. The person that works in a SOC is a SOC Operator. This person will be looking at a dashboard of monitored items, and when green lights turn red, they will click on the red light, read a runbook, and endeavor to resolve the issue. If they can fix the problem in 30 mins, they will. If they can not fix the problem, they will declare an ‘incident’ and page in Support who will begin troubleshooting, and begin keeping a timeline of events. If Support can't fix the problem, the SOC Operator will page in R&D. The SOC Operator will 'run' the incident until the issue is resolved. Once resolution occurs, the SOC operator close out ticket, and publish a Preliminary Findings Report in the ticket. All the while, the SOC Operator will provide a play-by-play in the internal slack channel to keep everyone aware of what's happening.
SOC Operator Job Description
Position Title:Services Operations Center (SOC) Operator
As a SOC Operator, you will be responsible for monitoring and maintaining the health and performance of our fleet of installed clusters. You will work in a 24/7 operations environment, ensuring the availability, reliability, and security of services. This role involves real-time monitoring, incident detection, incident management, incident resolution, and clear written and verbal communication with other teams and stakeholders.
Responsibilities:
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