Description
Personetics is shaping the Cognitive Banking era, harnessing AI to help banks anticipate customer needs, provide actionable insights, and deliver intelligent financial guidance. Our platform continuously analyses and leverages real-time transactional data, enabling banks to proactively support customers in managing their finances and achieving their goals. As true industry leaders, we partner with the world’s top financial institutions, empowering over 150 million customers each month across 35 global markets from our offices in New York, London, Singapore, São Paulo, and Tel Aviv.
About the position
A NOC Engineer in Personetics Support is responsible for monitoring and maintaining the health and performance of the company’s SaaS applications and infrastructure. This role involves actively responding to alerts, conducting initial investigations, and collaborating with cross-functional teams to ensure uninterrupted service delivery.
Beyond SaaS monitoring, the engineer handles Level 1 (L1) support activities for SaaS customers—troubleshooting common issues, escalating complex incidents, and ensuring timely resolution. The role also includes responding to and triaging urgent support requests, coordinating with relevant teams to drive efficient problem resolution.
Additionally, the NOC Engineer contributes to the continuous improvement of monitoring tools and incident response processes, supporting the overall reliability, scalability, and operational excellence of Personetics’ cloud and on-premises environments.
Responsibilities
- Monitor Personetics SaaS environments, including system health, application features, error logs, ETL processes, and other core workflows to ensure reliable service delivery.
- Respond to alerts and incidents in real time, performing initial triage and Level 1 troubleshooting and escalating issues when needed.
- Manage and triage support requests received through phone, email, and ticketing systems, ensuring accurate logging and timely follow-up.
- Collaborate closely with Cloud Operations and cross-functional internal teams to support the stability and performance of the production environment and assist in resolving operational issues.
- Identify and report operational or security-related events in alignment with defined procedures and escalation paths.
- Document incidents, updates, and operational activities to support transparency, knowledge sharing, and continuous improvement.
Requirements
- 2–3 years of experience in application monitoring or support within an enterprise environment.
- Strong understanding of SaaS application architecture and experience working in cloud environments (AWS, Azure, or GCP).
- 1+ year of hands-on experience with Kubernetes, Linux CLI, basic networking concepts, and DB/SQL fundamentals.
- Proven troubleshooting skills, including log review, issue analysis, and fault assessment with appropriate prioritization and escalation.
- Ability to work 24/7 rotating shifts (8 hours/day) and participate in on-call support when required.
- Strong multitasking, time management, and workload prioritization abilities.
- Excellent English written and verbal communication skills and the ability to collaborate effectively across internal teams.
- Education: Bachelor’s Degree
Nice to have
- 2+ years of scripting experience (Bash, Python, Perl or similar).
- Experience with information security monitoring and security-related event handling.
- Knowledge of monitoring tools such as Datadog, New Relic, Coralogix, Nagios, or equivalent.
- Familiarity with CI/CD pipelines and general DevOps concepts.
- Exposure to log management platforms (ELK Stack, Coralogix, Grafana, etc.).
- Understanding of API troubleshooting using tools like Postman.
Benefits
None
