Services Operations Center -APAC

VAST Data is looking to hire a Services Operations Center Operator! This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is at the center of the revolution in artificial intelligence. “VAST's data management vision is the future of the market.” – Forbes. VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real‑time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud. Our success has been built through intense innovation, a customer‑first mentality and a team of fearless VASTronauts who leverage their skills and experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our company’s growth and at a pivotal point in computing history.

Overview

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 SOC Operator monitors a dashboard of checked items, responds to alerts, performs investigations, escalates when needed, and resolves incidents, keeping a timeline of events and publishing reports.

SOC Operator Job Description

Position Title: Services Operations Center (SOC) Operator

Job Summary: 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

• Monitor clusters using internal monitoring tools to detect and troubleshoot issues promptly.
• Respond to alerts and incidents in a timely manner, following standard operating procedures (SOPs) and escalation processes.
• Perform initial investigation and diagnosis of problems, escalating complex issues to Support or R&D.
• Document incidents, including their details, troubleshooting steps, and resolutions in the incident tracking system.
• Collaborate with other teams, including Support, R&D, Account teams, and customers to ensure effective incident resolution and communication.
• Conduct routine checks and audits to identify potential problems or vulnerabilities.
• Assist with the implementation of changes and updates to the infrastructure as directed by team leads.
• Participate in shift‑based work schedules, including nights, weekends, and holidays, to provide 24/7 coverage in the SOC.
• Maintain up‑to‑date knowledge of storage technologies, industry trends, and best practices.
• Adhere to security protocols and ensure the confidentiality, integrity, and availability of network and system data.
• Contribute to the development and improvement of SOC processes and procedures.
• Provide excellent customer service to internal and external stakeholders during incident resolution and communication.

Requirements

• High school diploma or equivalent; a degree or certification in information technology or a related field is a plus.
• Proven experience as a SOC Operator or in a similar network monitoring role is preferred.
• Strong understanding of networking concepts, protocols, and technologies (TCP/IP, SNMP, DHCP, DNS, etc.).
• Ability to work independently and collaboratively in a team‑based environment.
• Excellent problem‑solving and analytical skills, with the ability to multitask effectively.
• Good communication skills, both written and verbal, to interact with technical and non‑technical stakeholders.
• Willingness to work in a 24/7 shift‑based environment, including nights, weekends, and holidays.
• Detail‑oriented and committed to maintaining accurate documentation.
• Demonstrated commitment to continuous learning and self‑improvement.

Note: This job description is intended to provide a general overview of the responsibilities and requirements for the SOC Operator role. The specific duties and qualifications may vary depending on the organization and its network infrastructure.