A recognized media services organization in California is seeking a new Network Development Manager. In this role, the qualified professional will serve as a critical escalation point and operational leader responsible for driving the detection, response, remediation, and documentation of technical incidents across the organization's global IT Operations environment.

Responsibilities:
- Lead investigations into technical incidents, ensuring timely coordination, communication, and resolution
- Monitor global collaboration infrastructure, proactively identifying performance issues through telemetry and alerts
- Collaborate with Engineering, Microsoft, and external vendors to escalate complex incidents and implement long-term fixes
- Use tools such as Nexthink, Datadog, telemetry dashboards, and ticketing platforms to analyze root cause trends and drive service improvements
- Engage with senior leadership and stakeholders to provide clear, timely incident status updates and post-incident documentation
- Recommend and implement mitigation protocols, service resiliency improvements, and TCP timeout optimization for private endpoint disruptions
- Partner with global teams to refine incident management playbooks and drive adoption of ITIL-based processes
- Document incidents and requests with accuracy and consistency using tracking tools like ServiceNow
Qualifications:
- 5+ years of experience in Technical Operations and Incident Management
- Bachelor's Degree
- Experience in fast-paced, mission-critical environments with 24/7 on-call availability
- Strong knowledge of Cisco TMS, SX codecs, Crestron, Polycom, and video collaboration platforms
- Experience using monitoring tools and diagnostics platforms
- Strong analytical and problem-solving skills
- Excellent communication skills
Desired Qualifications:
- ITIL Certification or experience working in ITIL-aligned environments
- Certified Technology Specialist (CTS) Certification
- Digital Media Certificates
- Security+ Certification
- Certified Scrum Master
- Certified Product Owner
- Familiarity with Redis and Azure infrastructure
