Site Reliability Manager

USAN, Inc. is a leading provider of Cloud Contact Center Solutions with over 30 years of experience enabling CCaaS transformations and empowering businesses to deliver exceptional omnichannel customer experiences. With a strong focus on innovation and customer success, USAN offers a comprehensive suite of CCaaS solutions that enable organizations to optimize their contact center operations and drive superior outcomes.

Overview:

USAN, an Atlanta Georgia-based company with nationwide IT operations is seeking a Site Reliability Manager to join our Team. The SRE Manager is expected to assume the role in performing & overseeing the implementation, management, and troubleshooting responsibilities of USAN’s Nationwide on prem colocation Sites & Customer location environments. We are actively seeking a highly motivated and results driven Field Operations Site Reliability Manager to join our esteemed Operations Team. The ideal candidate will play a pivotal role in maintaining & providing on-site coverage at two USAN data center locations in the Northeast metropolitan area.  Duties also include following USAN best practices related to hardware and software installation and maintenance techniques and specifications. This highly technical position requires daily interaction and co-existence with USAN internal Collocation Engineers & external Engineering Teams, Vendors & Customers. Superior organizational, prioritization and self-motivation skills are a must. Strong self-management abilities and a firm commitment to providing excellent technical support & service is a must. Additionally, you will work in tandem with USAN’s Support & Professional Services Teams in ensuring USAN provides excellent service to our growing Customer base.

Responsibilities:

• Site Reliability personnel are on call 24x7x365 for hardware & software related issues. Remote tasks include rotational after-hours support.
• Support from independent contractors is available for vacation coverage.
• Occasionally work will be required at odd/irregular hours based on maintenance and on-call needs, otherwise standard hours are 9am – 5pm Monday through Friday.
• Excellent written and verbal communication skills in the English language.
• Strong interpersonal skills.
• Superior organizational, prioritization, and self-motivation skills.
• Strong computer skills. MS Office Suite & Service Now.
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from Managers and senior team colleagues.
• Outstanding customer service skills and dedication to overall customer service experience.
• Dependable to be at work during normal business hours & during Scheduled and Emergency Maintenance window activities and to manage completion of assignments & tasks related to the Ops Field Operations team.
• Ability to multitask and meet specific goals set by Lead Engineers and Management Team.
• Experience with documenting procedures.
• Experience with Change Management and ITIL practices.
• CCIE or CCDE certification will be considered a plus.

Basic Qualifications:

• Two-year certificate/degree from college or technical school; or 5-7 years related experience and/or training; or equivalent combination of education and experience.
• Ability to interact effectively as either a leader or a member of a Team and work collaboratively with other departments. Must be able to communicate, write reports, business correspondence, and procedure manuals.
• Ability to effectively digest and if need be, present information and respond to questions from groups of technical managers, engineers, Vendors, and customers.
• Ability to solve complex & practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Adapt to changing assignments and multiple priorities, must be able to multi-task and successfully meet deadlines.
• Must be self-motivated to work independently as well as a team player.
• Must have a curious mind and the ability to digest information quickly and execute project initiatives accordingly.
• Must demonstrate excellent work ethic by being committed and dedicated to company goals and objectives.

Preferred Qualifications

• Must also have at least 5-7 years’ experience in the Telecommunications Computer Telephony Industry.

If you are a seasoned Site Reliability Manager with a track record of success in Data Center technologies, we encourage you to apply. Join our team and be a key contributor to our growth and success.

Job Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time Off
• Vision insurance