Network Development - Manager

A recognized media services organization in California is seeking a new Senior Analyst to join their Virtual Network Operations Center (VNOC). In this role, the qualified professional will serve as a critical escalation point and operational leader responsible for driving the detection, response, remediation, and documentation of technical incidents across the organizaiton's global IT Operations environment., * Lead investigations into technical incidents, ensuring timely coordination, communication, and resolution

• Monitor global collaboration infrastructure, proactively identifying performance issues through telemetry and alerts
• Collaborate with Engineering, Microsoft, and external vendors to escalate complex incidents and implement long-term fixes
• Use tools such as Nexthink, Datadog, telemetry dashboards, and ticketing platforms to analyze root cause trends and drive service improvements
• Engage with senior leadership and stakeholders to provide clear, timely incident status updates and post-incident documentation
• Recommend and implement mitigation protocols, service resiliency improvements, and TCP timeout optimization for private endpoint disruptions
• Partner with global teams to refine incident management playbooks and drive adoption of ITIL-based processes
• Document incidents and requests with accuracy and consistency using tracking tools like ServiceNow

• 5+ years of experience in Technical Operations and Incident Management
• Bachelor's Degree
• Experience in fast-paced, mission-critical environments with 24/7 on-call availability
• Strong knowledge of Cisco TMS, SX codecs, Crestron, Polycom, and video collaboration platforms
• Experience using monitoring tools and diagnostics platforms
• Strong analytical and problem-solving skills
• Excellent communication skills

Desired Qualifications:

• ITIL Certification or experience working in ITIL-aligned environments
• Certified Technology Specialist (CTS) Certification
• Digital Media Certificates
• Security+ Certification
• Certified Scrum Master
• Certified Product Owner
• Familiarity with Redis and Azure infrastructure