Sr. Technology Operations & Reliability Manager (100% Remote)

About the role

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.

Responsibilities

• 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.
• 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.
• Safeguards 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.

Requirements

• Bachelor’s degree in computer science, engineering, or a related field.
• 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.
• 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.
• 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.
• 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).

Qualifications

• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Skills

• Understanding of operational impact of SIP signaling, media quality, carrier interconnects, routing, SBCs, and telecom-related incident response.
• Leadership and management experience in DevOps and SRE teams.
• Experience with cloud computing, Kubernetes, and infrastructure automation tools.
• Experience with observability and monitoring tools.
• Experience with CI/CD tools.
• Experience with networking, Linux administration, and troubleshooting complex system performance issues.
• Experience with enterprise databases and cloud-based storage solutions.
• Experience with telecom observability practices.
• Experience with AWS and its services.

Benefits

ClearCaptions offers a comprehensive benefits program, including:

• Health insurance
• Retirement savings plan
• Flexible spending accounts
• Employee assistance programs
• Professional development opportunities
• Wellness programs
• Generous paid time off

Pay

$170,000 to $180,000 plus 10% determined by competitive market analysis and internal equity considerations.

Schedule

Full-time, remote position with occasional travel up to 10%.