IT Ops Spec

CaptionCall by Sorenson • Murray, UT

11h • $51,700 - $85,700 • Hybrid

About The Position

IT Spec Ops I is an entry level position that will perform ITSM responsibilities including incident management, problem management, and change management. They are expected to operate in accordance with best practices and have in-depth knowledge of ITIL processes. Across all Sorenson products and services, they are responsible for responding to alerts, providing tier 1 triage, proactive remediation of services and applications. IT Spec Ops I is expected to professionally engage in systematic customer support while providing advanced communications for technology, operations, and enterprise teams.

Requirements

• Experience using case/work order management tools (ITSM, Atlassian, Dynatrace/Dataset, PagerDuty, etc.)
• Experience with maintaining and usage of observability tools 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.

Responsibilities

• 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.
• 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.
• 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed