IT Ops Specialist I: Incident & Change Mgmt

CaptionCall, LLC; Taylorsville (UT); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Vacation Time

Paid Sick Time

Paid Holidays

401k 6% match

Medical Insurance

TeleDoc

HSA company match

Learning and Career Development

Job summary

Sorenson Communications seeks an IT Spec Ops I to perform ITSM responsibilities, including incident, problem, and change management. You will handle alerts, provide tier 1 triage, and engage with technology, operations, and enterprise teams to ensure service reliability.

The role emphasizes collaboration across cross-functional teams, proactive monitoring, and strong communication skills in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• Incident Management: Log, track, and manage incidents using incident management tools.
• Troubleshooting: Conduct thorough analysis of network, server, and application problems, aiming for quick resolution.
• Proactive Maintenance: Perform routine system checks, maintenance tasks, and updates.
• Documentation: Maintain accurate and up-to-date documentation of incidents, solutions, and troubleshooting procedures.
• 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.
• Process Improvement: Identify opportunities for improving Desktop Support processes, tools, and workflows.
• Continuous Learning: Stay up to date with new technologies, industry trends, and best practices in network operations.

Skills

ITSM tools

Atlassian tools

Dynatrace

PagerDuty

AWS/Azure

Windows/Linux/Mac

ITIL processes

Tools

Dynatrace/Dataset

PagerDuty

AWS/Azure

Observability tools

Job description

Sorenson Communications seeks an IT Spec Ops I to perform ITSM responsibilities, including incident, problem, and change management. You will handle alerts, provide tier 1 triage, and engage with technology, operations, and enterprise teams to ensure service reliability.

The role emphasizes collaboration across cross-functional teams, proactive monitoring, and strong communication skills in a fast-paced environment.