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

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com.
The kind of people we look for:

- Versatile people who thrive on variety and challenge

- Excited about working in a fast-paced environment.

- 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.

Summary:

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. Responsibilities include understanding the operational impact of SIP signaling, media quality, carrier interconnects, routing, SBCs, and telecom-related incident response, while leading teams responsible for platform reliability, observability, escalation management, and continuous improvement.
What This Role Does:

- 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,