Operations Engineer - UK (Contract)

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. 

We are seeking a highly motivated and experienced Operations Engineer Contractor to support the ongoing reliability, performance, and operational excellence of our KAZOO environments. This role is responsible for maintaining system health, responding to operational issues, and driving improvements through automation and documentation. 

The ideal candidate is proactive, technically strong in Linux environments, and comfortable operating in a fast-paced, SLA-driven support model. 

Work Schedule: Thursday – Sunday, 7:00 AM – 5:00 PM GMT
Location: Candidates must currently reside in the England/ UK.
(A separate posting is available for candidates in the Philippines.)

What You'll Do

• Support & Call Handling
  • Step in to assist with inbound support calls during high-volume periods
  • Troubleshoot and resolve escalated issues or route them appropriately
• Ticket Management
  • Respond to and resolve operational tickets within defined SLAs
  • Consistently meet or exceed SLA expectations
  • Maintain clear, accurate documentation within ticketing systems
• Monitoring & Alert Response
  • Monitor and respond to system alerts (Zabbix, OpsGenie) during assigned shifts, including on-call rotations
  • Ensure alerts are meaningfully progressed or resolved
  • Perform root cause analysis and document findings
• Operations & Cross-Team Support
  • Handle escalated requests from Support, Engineering, and other teams
  • Collaborate cross-functionally to ensure timely resolution
• System Health & Performance
  • Maintain the stability, performance, and availability of KAZOO environments
  • Proactively identify risks and take action to prevent downtime
• Updates & Maintenance
  • Execute system and application updates during maintenance windows
  • Validate system performance post-maintenance and communicate results
• Documentation
  • Create and update documentation for processes and procedures
  • Maintain documentation for non-standard client configurations
• Automation & Improvements
  • Identify opportunities to improve systems through automation
  • Partner with leadership and engineering on automation initiatives
• Continuous Learning
  • Invest time in professional development aligned with team goals
  • Stay up to date on relevant technologies and best practices 

Experience We're Looking For:

Required

• 3+ years of Linux server administration experience
• Strong troubleshooting skills in production environments
• Experience working within SLA-driven support models
• Ability to work independently and prioritize effectively
• Excellent written and verbal communication skills

Preferred

• Experience administering FreeSWITCH or Kamailio
• Experience with SIP troubleshooting and PCAP analysis
• Familiarity with monitoring tools such as Zabbix and OpsGenie
• Experience supporting VoIP or telecommunications platforms  #LI-CC1