Riverbed. Empower the Experience

Riverbed, the leader in AIOps for observability, helps organizations optimize their users’ experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences. Learn more at riverbed.com

Position

Title: Performance Consultants - Operations Specialists

Location: India (Remote) /Bangalore, India (hybrid)

Specific Working Arrangements/Schedule: Supporting Extended EMEA, US East Coast Timezones.

The Operations Specialist will be part of a new remote Customer Experience (CX) Team, delivering excellence through a collective model. This team will comprise of a CX Manager, CX Adviser, an Operations specialist, a Dashboarding specialist and the Automations specialist. The Operations specialist is responsible for direct day-to-day support of Riverbed solutions. The CX Manager will ensure alignment with both the DPC delivery methodology and Riverbed solution best-practice. Candidates must therefore have a strong IT background in script development and of working within a professional services organization. Ideally this experience will have been gained in Managed Services type scenarios or similar.

What you will do

Analysing and understanding customer’s IT organization, requirements and processes, and using this knowledge to assist in achieving full adoption and utilization of Riverbed’s solutions to maximize ROI and business value
Addressing and resolving complex operational issues escalated from lower support tiers using Riverbed solutions.
Developing and implementing Riverbed solutions to resolve identified problems, often involving system configuration changes, software updates, dashboard creation or application onboarding.
Working closely with customer support teams, developers, and other vendors to coordinate efforts and ensure effective problem resolution using Riverbed Solutions.
Providing specialized planning and design expertise in digital experience monitoring, application performance troubleshooting and/or optimization and end user performance analysis
Contributing to the creation and maintenance of Riverbed knowledge base articles, documentation, and troubleshooting guides to improve support efficiency
Identifying potential monitoring problems and vulnerabilities before they impact users and implementing preventative measures.
Monitoring Riverbed system performance, identifying potential issues, and performing necessary maintenance to ensure optimal system functionality.
Providing guidance and training to customer Level 1 and Level 2 support teams to enhance their technical skills and knowledge with Riverbed solutions.
Identifying opportunities to improve Riverbed system performance/efficiency and implementing necessary changes.
Earning a Trusted Advisor status with customers to provide a vision around DEX maturity and best practices.
Producing Riverbed-based solutions to fulfil customer needs within budget and schedule constraints
Ability to form and create successful ongoing relationships and collaboration across internal Riverbed teams, partner community and customer teams.
Managing communications of a technical nature to all stakeholders (customers, partners, approved subcontractors and account managers).

What makes you an ideal candidate

Bachelors, or master’s degree in computer science or equivalent professional experience
Minimum of 3+ years of professional experience in an IT operations support role with a focus on advanced technical issues ideally in application engineering & operations, relating to Application Performance Management and End User Experience solutions.
Champion the business value of IT Performance Management, security through visibility, and business outcomes.
Technical problem-solving & troubleshooting skills with demonstrated ability to learn quickly
Excellent speaking, business writing and presentation skills.
Ability to communicate & present effectively at all levels up to senior management & C-Suite, with technical and non-technical audiences.
Based locally in India.
Technical problem-solving & troubleshooting skills with demonstrated ability to learn quickly
Collecting end user and application performance information for troubleshooting
Excellent speaking, business writing and presentation skills.
Ability to communicate & present effectively at all levels up to senior management & C-Suite, with technical and non-technical audiences.

What we offer

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.

Benefits & Perks vary by Country.

About Riverbed

With a 20-year history of innovation, Riverbed is agile and proven—and we continue to disrupt the market with differentiated solutions that help customers deliver secure, seamless digital experiences and accelerate enterprise performance. We are relentlessly customer-first: we listen, learn, and act with urgency to solve real problems and earn trust every day. We pair bold ideas with operational efficiency, simplifying how we work, focusing on what matters most, and delivering with quality and speed. Fueled by a will to win, we set ambitious goals, hold ourselves accountable, and raise the bar through measurable outcomes. At the center of it all are our people—bringing our best selves to work with a shared commitment to excellence, transparency, and open communication. We strive to be an inclusive, fair, and enjoyable workplace where respect and wellbeing are prioritized. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together and drives high-impact success.

Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.

Check us out on:www.riverbed.com@LifeAtRiverbed