Role Description The Sr. Technology Operations & Reliability Manager is responsible for leading and managing the DevOps and 24/7 Site Reliability Engineering (SRE) teams to ensure the performance, reliability, and scalability of the ClearCaptions call platform. The role requires a strategic and hands-on approach to optimizing cloud infrastructure, implementing automation, and enforcing best practices to maintain high availability of enterprise applications and databases. The Sr. Technology Operations & Reliability Manager collaborates with stakeholders across departments to ensure a resilient, secure, and highly efficient technology environment. This role requires practical experience supporting highly available telecommunications, VoIP, or real-time communications platforms. - Leads and manages the DevOps and 24/7 SRE teams responsible for CI/CD pipelines, cloud infrastructure, observability, and automation. - Develops and enforces best practices for site reliability, incident management, and infrastructure optimization. - Ensures high availability, performance, and scalability of the call platform while minimizing service disruptions. - Leads operational reliability for ClearCaptions’ real-time communications platform, including VoIP, PSTN-connected services, SIP-based call flows, carrier interconnects, routing, and media quality. - Partners with telecom engineering, carriers, vendors, SRE, Security, Product, and Engineering teams to improve resiliency, reduce incident frequency, and ensure rapid recovery from service-impacting events. - Oversees telecom-related incident response, escalation, RCA, and corrective/preventive action plans, with measurable improvements in availability, MTTR, call quality, and customer impact reduction. - Ensures operational readiness for telecom platform changes, including runbooks, monitoring, alerting, change validation, failover testing, and disaster recovery planning. - Drives observability and SLO development for call-platform services, including signaling, media, carrier connectivity, routing performance, and service health. - Establishes monitoring and alerting strategies using industry-leading observability tools to proactively detect and resolve issues. - Oversees infrastructure management, configuration, scaling, and deployment of enterprise server-based computing systems in AWS. - Implements and manages infrastructure as code (IaC) solutions to enhance automation and cloud efficiency. - Drives cloud-native architecture improvements to support business growth and operational excellence. - Ensures compliance with security policies, internal controls, and cloud governance frameworks. - Recruits, mentors, and develops DevOps and SRE team members, fostering a culture of continuous learning and innovation. - Collaborates with cross-functional teams, including Security, Product, and Engineering, to align technical strategy with business objectives. - Leads tactical responses to cybersecurity incidents and implements preventative security measures. - Develops strategic initiatives to improve operational efficiency, system resilience, and cost optimization. - Performs other duties as assigned. Qualifications - Bachelor’s degree in computer science, engineering, or a related field. Equivalent combinations of education and relevant experience will be considered. - A minimum of eight (8) years of experience in IT operations, DevOps, SRE, or telecommunications operations, including leadership responsibility for mission-critical cloud, VoIP, UCaaS, contact center, or real-time communications platforms. - A minimum of three (3) years of experience leading people or teams, including accountability for performance, development, and delivery of results aligned with organizational objectives. - Telecom, VoIP, or real-time communications platform experience strongly preferred; experience with SIP, SBCs, carrier interconnects, and VoIP/PSTN interoperability is highly desirable. - Working knowledge of SIP, RTP, SBCs, carrier interconnects, call routing, VoIP/PSTN interoperability, and telecom incident troubleshooting. - Experience leading operational response for mission-critical communications platforms, including major incidents, carrier/vendor escalations, RCAs, and service reliability improvement plans. - Familiarity with telecom observability practices, including dashboards, alerting, SLOs, runbooks, packet/call-flow analysis, and quality/performance baselining. - AWS Certified Solutions Architect – Associate certification required; higher-level AWS certifications preferred. - Expertise in cloud computing, Kubernetes, and infrastructure automation tools (Terraform, CloudFormation, or similar). - Experience managing 24/7 mission-critical applications and implementing SRE principles. - Proficiency in observability and monitoring tools such as Prometheus, Grafana, Datadog, or New Relic. - Hands-on experience with CI/CD tools such as Jenkins, GitHub Actions, or GitLab CI/CD. - Strong knowledge of networking, Linux administration, and troubleshooting complex system performance issues. - Experience optimizing enterprise databases and cloud-based storage solutions. - Demonstrated ability to lead through influence, including mentoring others, leading initiatives or workstreams, contributing to best practices, and driving cross-functional outcomes. - Strong analytical, decision-making, and problem-solving skills. - Excellent leadership, communication, and stakeholder management skills. - Ability to thrive in a fast-paced, high-growth environment while ensuring operational stability. - Ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness to work flexible hours, participate in on-call rotations when necessary, and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Physical Demands - Sitting, standing, and walking (90-100%). - Keyboarding (95-100%). - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%). - May require occasional lifting and racking of equipment (up to 50 lbs.) in data center environments. Work Environment - 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. - Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $170,000 to $180,000 plus 10% determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

• Schedule and dispatch field service technicians based on service priorities, availability, and geographic coverage. • Monitor technician schedules and optimize assignments to ensure efficient service delivery. • Coordinate service appointments with customers and internal stakeholders. • Track and manage open service tickets, ensuring timely follow-up and resolution. • Maintain accurate and up-to-date records within dispatch, CRM, and service management systems. • Provide timely updates regarding service status, delays, and schedule changes to customers and management. • Review work orders for accuracy, completeness, and proper documentation. • Support field technicians by providing relevant job information, documentation, and logistical assistance. • Escalate urgent service concerns and operational issues to the appropriate teams for prompt resolution. • Maintain reporting file related to scheduled work orders. • Collaborate with cross-functional teams to support service goals and improve operational processes. • Provide cross-functional support by assisting with various back-office operations, adapting to new processes and systems, and performing additional duties as assigned to meet business needs and ensure operational continuity. • Handle occasional inbound and outbound calls while managing administrative and dispatch responsibilities.

• Cloud Sales Operations role blending strategy, analytics, and operational execution to help scale the Cloud Provider go‑to‑market business. • Act as a central point of coordination across Cloud Sales, Supply Chain, Finance, and Product teams to ensure alignment on priorities and execution. • Own and maintain Cloud Provider operating dashboards, including bookings, backlog, shipments, revenue recognition, and risk indicators. • Identify systemic execution gaps (process, tooling, data quality) and recommend corrective actions to Cloud leadership. • Support strategic account planning by providing data-driven insights on account performance, expansion opportunities, and coverage models. • Partner with Sales Operations and Finance to support quota modeling, capacity planning, and headcount planning for Cloud motions. • Develop and standardize operating cadences (weekly business reviews, pipeline reviews, supply reviews). • Support new Cloud Provider onboarding, including account setup, reporting, and internal enablement. • Prepare executive-level narratives that translate operational data into clear business implications and decisions. • Assist with special projects and ad‑hoc analyses for Cloud leadership (new program launches, priority initiatives).

Role Description As our Patient Access Supervisor, you will lead the daily operations of the Registration department, actively monitoring, coordinating, and evaluating all staff activities to guarantee the best and quickest service for our patients. Daily, you will provide clear direction and coordinate efforts for prior authorization and scheduling processes for both staff and patients. You will be responsible for the daily administration of tasks, delivering exceptional customer service, and achieving high patient satisfaction. Success in this role requires a dedication to operational excellence, fostering a patient-centric environment, and ensuring efficient, high-quality patient access services. - Researches inquiries, complaints and requests by internal/external customers and takes appropriate steps, within scope of position, to resolve errors or issues; - Communicates resolution to all interested parties. - Monitors annual budget to control overtime and facilitate compliance; - Keeps higher level management informed of all issues with potential for budgetary impact. - Participates in the development of, and implements, new/revised guidelines, procedures, processes and/or training materials in support of assigned function/work unit to facilitate regulatory compliance; - Assures that employees understand and apply internal guidelines appropriately; Qualifications - Bachelors in related discipline and one year of related work experience that would demonstrate attainment of the requisite job knowledge/abilities; - Three years of work experience in the discipline that would demonstrate attainment of the requisite job knowledge/abilities or - Masters in related discipline.