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
Sorenson Communications provideS the highest-quality communication products and services to all deaf and hard-of-hearing individuals. It was founded in 2003, and is headquartered in Salt Lake City, Utah, USA, with a workforce of 10001+ employees. Its website is http://www.sorenson.com.
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