IT Ops Spec

Sorenson Communications is a leading provider of language services for the Deaf and hard-of-hearing. The IT Ops Specialist will monitor production systems and networks, respond to alerts, and collaborate with cross-functional teams to troubleshoot and resolve technical issues.

Responsibilities

• Provide monitoring of Sorenson production systems and networks:
• Monitor network infrastructure, servers, applications, and services to detect and diagnose issues
• Respond promptly to alerts and escalations generated by monitoring systems
• Familiarity with multiple technology stacks Windows, Linux, Database, Cloud, Identity and access management systems
• Log, track, and manage incidents using incident management tools
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues in a timely manner
• Familiarity with Major Incident, Problem management, ITIL processes
• Conduct thorough analysis of network, server, and application problems, aiming for quick resolution
• Identify root causes of incidents and recommend appropriate solutions
• Perform routine system checks, maintenance tasks, and updates to ensure optimal system performance
• Implement preventive measures to minimize future incidents
• Maintain accurate and up-to-date documentation of incidents, solutions, and troubleshooting procedures
• Contribute to the NOC knowledge base for continuous improvement
• Provide clear and concise communication to technical teams, stakeholders, and end-users regarding incident status and resolution
• Participate in on-call rotations and provide support during critical incidents and outages
• Collaborate with other NOC team members to manage and resolve emergencies effectively
• Identify opportunities for improving NOC processes, tools, and workflows
• Propose and implement enhancements to increase efficiency and service quality
• Stay up to date with new technologies, industry trends, and best practices in network operations
• Provide front line NOC support response for Sorenson production systems

Skills

• Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role
• This position must be filled by a local candidate
• Experience using case/work order management tools (ITSM, Atlassian, Dynatrace/Dataset, PagerDuty, etc.)
• Experience with maintaining and usage of observability tools in order to create visibility with Sorenson Stakeholders
• Limited working proficiency in Windows/Linux/MAC OS
• Support platform operations of Sorenson systems, deployments, and incident management
• Proactively monitor all assets for any issues, performance deficiencies, and system irregularities
• Maintaining new and existing site infrastructure with Sorenson's asset management platforms
• Troubleshoot and investigate systems in AWS, Azure and other environments
• Work cross-functionally with IT and engineering teams to help enhance existing applications
• Assist in pilot testing new cloud and on-premises deployments
• Provide excellent customer service by rapidly responding to incoming alerts, calls and emails
• Use keen attention to detail to document issues in incident management, problem and change management
• Perform additional responsibilities as assigned, including testing and handling day to day NOC workflow
• Excellent written and oral communication skills
• Team player mentality, with a willingness to assist and team others on the team
• Proven track record of successful problem-solving skills with a strong sense of ownership and urgency
• Must be available to work a flexible schedule, including weekends, overnights and holidays, according to business need
• Ability to guide/lead incidents from beginning to resolution, including post-mortem and corrective action
• Able to manage time effectively
• Detail oriented and be able to document incidents and escalations
• Able to work effectively in a high-stress environment
• Must be process oriented, and highly organized
• Ability to communicate effectively in English through reading, writing, speaking and listening
• Able to stand or sit for a long period of time in an office environment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components
• Regular and predictable attendance required
• Positive attitude, team player, good interpersonal communication skills and able to work across company departments
• Familiarity with multiple technology stacks Windows, Linux, Database, Cloud, Identity and access management systems
• Log, track, and manage incidents using incident management tools
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues in a timely manner
• Familiarity with Major Incident, Problem management, ITIL processes
• Conduct thorough analysis of network, server, and application problems, aiming for quick resolution
• Identify root causes of incidents and recommend appropriate solutions
• Perform routine system checks, maintenance tasks, and updates to ensure optimal system performance
• Implement preventive measures to minimize future incidents
• Maintain accurate and up-to-date documentation of incidents, solutions, and troubleshooting procedures
• Contribute to the NOC knowledge base for continuous improvement
• Provide clear and concise communication to technical teams, stakeholders, and end-users regarding incident status and resolution
• Participate in on-call rotations and provide support during critical incidents and outages
• Collaborate with other NOC team members to manage and resolve emergencies effectively
• Identify opportunities for improving NOC processes, tools, and workflows
• Propose and implement enhancements to increase efficiency and service quality
• Stay up to date with new technologies, industry trends, and best practices in network operations
• Provide front line NOC support response for Sorenson production systems

Benefits

• Paid Vacation Time and Paid Sick Time and Paid Holidays
• 401k 6% match with immediate vesting
• Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
• Teladoc
• HSA company match
• 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
• Employee Assistance Program
• Engaged Employee Resource Groups
• Outstanding Learning and Career Development Opportunities

Company Overview