• Gestionar flujos de trabajo y bases de datos en CRM (HubSpot o plataformas similares). • Coordinar el proceso de onboarding de nuevos clientes. • Dar seguimiento a leads, oportunidades comerciales y pipelines. • Coordinar proyectos, cronogramas y entregables. • Apoyar la comunicación con clientes y la coordinación de operaciones internas. • Identificar oportunidades de mejora y optimizar procesos. • Mantener sistemas, registros y documentación organizados.

• Ensure operational excellence and drive the success of partnerships in banking and digital assets • Professionally and solution-focused handling of customer inquiries via the ticketing system • Support onboarding and offboarding of institutional clients and partners • Support strategic client projects together with the COO and Head of Operations • Execute and optimize processes for crypto securities registry administration and custody • Perform operational processes within Partner Management / Customer Success Management • Support implementation of regulatory requirements (e.g., DORA) and assist with BaFin licensing procedures and audits

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.