IT Manager, Platform Reliability & Ops

• Develop strategies and direction for server, desktop, and related IT infrastructure solutions using current and emerging technologies
• Complete high level computing environment planning, design and optimization activities
• Document system designs, testing procedures, and diagnostic processes
• Schedule installations and upgrades and maintain them in accordance with established policies, procedures, and SLAs
• Monitor infrastructure related systems, and information technology assets, assessing and making recommendations for improvement to provide security and stability
• Provide daily operations support and maintenance for network, server, cloud infrastructure and related information technology assets
• Resolve operational related incidents to ensure 99.99% availability
• Collect and analyze data about the performance and capacity of Sorenson Inc. technology components
• Drive implementation of security monitoring and reporting
• Manage vendor relationships to provision new services and ensure compliance with service levels
• Work with management to define the appropriate standards, policies, procedures, and technologies to facilitate the management, accountability, functionality, and security of the Sorenson technology infrastructure assets and systems
• Lead the process of developing, testing, and implementing new technologies
• Strategy and Planning
• Lead the team’s operational and strategic planning, including designing for multi-cloud and regional redundancy, backup, recovery, high-availability, high-performance, and data security.
• Set multi-year prioritized process and system improvement plans that ensure long-term business security, performance, and growth.
• Contribute information and recommendations to annual strategic business plans and budgets.
• Work with stakeholders
• Implementation & Monitoring
• Demonstrate excellence in change management, system controls, monitoring, and health evaluation.
• Identify re-engineering opportunities and make system improvement recommendations.
• Develop business case justifications and cost/benefit analyses for initiatives.
• Develop and implement server policies and procedures, including those for architecture, security, disaster recovery, standards, reporting, and service provision.
• Operational Management
• Determine team service requirements and priorities by analyzing the needs of departments.
• Develop and implement documentation systems for managing systems, tracking changes, and recording designs.
• Support current systems; resolving problems; complete audits; identify trends; determine system improvements.
• Implement customer-service and productivity standards.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all infrastructure components.
• Evaluate, recommend, test, and install new technology.
• Prepare and implement corrective action plans that address failures in systems. Establish and maintain regular written and in-person communications with the organization executives, department heads, and end users regarding pertinent IT Operations activities.
• Accomplish IS&T objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees.
• Communicate job expectations and plan, monitor, appraise, and review job contributions.
• Other duties as assigned.

Supervisory Responsibility

This position manages employees and is responsible for the performance management and hiring of the employees.

Minimum of a 4 Year / Bachelors Degree Information Systems, Computer Science, or related field. Equivalent work experience may be considered.

Experience

Minimum Years of Experience

1 year Experience setting up data centers, call centers, and operations centers is required.

7 years Desktop and Server experience with data and voice. Video is a plus.

3 years Management experience with a history of managing teams of 10 engineers or larger

Knowledge, Skills, and Abilities

• Excellent technical knowledge of virtual server systems, telecom networks, IP communications, SANs, IT Security, and high-availability architectures.
• Expert knowledge of Windows OS
• Understanding of security protocols - SSL, IPSEC, VPN
• Knowledge with cloud (AWS, Azure, etc.) management tools and protocols
• Experience with security, enterprise firewalls (Cisco ASA), packet analysis (Wireshark, Netscout), and implementing monitoring agents
• Experience with VM environments
• Experience with VoIP, H323, and SIP for voice, data, and video
• Skilled in Microsoft Office products
• Strong understanding of human resource management principles, practices, and procedures.
• Proven ability to make complex technical and vendor tradeoffs producing top business value.
• History of negotiating large contracts for best possible terms.
• History of managing large projects
• Ability to conduct and direct research into IT Operations’ issues and products as required.
• Capacity to build business cases, budgets, and financial reports.
• Ability to quickly troubleshoot and resolve problems
• Self-motivated and directed
• Strong leadership skills
• Keen attention to detail
• Proven analytical, evaluative, and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment

• 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)
• TeleDoc
• 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 $115,000 - $174,000 annually. 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.

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!, 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.