IT Ops Spec

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and heard-of-hearing!

Work Schedule:

This position will be ten hour/four days a week, overnight shift, which includes the weekend. Position will start onsite at Headquarters, and then move to hybrid.

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

Pay Range: The estimated salary range for this position is $24.48 to $35.48 hourly. Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

Knowledge, Skills and Abilities:

• 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.

Working Conditions and Physical Requirements

• 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.

Included Duties:

• 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.

Incident Management:

• Log, track, and manage incidents using incident management tools.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues in a timely manner.

Troubleshooting:

• Conduct thorough analysis of network, server, and application problems, aiming for quick resolution.
• Identify root causes of incidents and recommend appropriate solutions.

Proactive Maintenance:

• Perform routine system checks, maintenance tasks, and updates to ensure optimal system performance.
• Implement preventive measures to minimize future incidents.

Documentation:

• Maintain accurate and up-to-date documentation of incidents, solutions, and troubleshooting procedures.
• Contribute to the NOC knowledge base for continuous improvement.

Communication:

• Provide clear and concise communication to technical teams, stakeholders, and end-users regarding incident status and resolution.

Emergency Response:

• 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.

Process Improvement:

• Identify opportunities for improving NOC processes, tools, and workflows.
• Propose and implement enhancements to increase efficiency and service quality.

Continuous Learning:

• 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.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.

Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.

Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.