Technical Operations Manager

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Tarantula Global

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1997

💼 Consulting

📦 Logistics

🏗️ Construction

Consulting • Logistics • Construction

Tarantula Global is a leading provider of telecom site management software that enhances the productivity and profitability of telecom towers. Operating in over 30 countries, the company supports more than 450,000 mobile towers, managing assets valued at US $50 billion. Their comprehensive software suite enables telecom companies to streamline operations, manage site lifecycle from leasing to billing, and optimize revenue through effective asset management and automation processes.

📋 Description

• Lead day-to-day support operations across assigned customer accounts • Ensure SLA compliance and prevent critical escalations • Oversee incident, service request, problem, and change management activities • Act as the primary escalation point for complex technical and operational issues • Ensure timely acknowledgment, communication, and resolution of customer tickets • Provide technical direction and oversight to the Support team • Review and approve root cause analyses for major incidents • Drive permanent fixes with R&D and Professional Services • Lead preventive and predictive maintenance initiatives, including database cleanup, performance tuning, application health monitoring, and automation • Drive problem management through trend analysis and recurring-issue identification • Identify and implement automation opportunities to improve efficiency and reduce operational effort • Monitor system health and mitigate risks proactively • Represent Support in customer governance meetings and operational reviews • Ensure accurate and timely MIS, dashboards, and service reports • Communicate risks, dependencies, and improvement plans to customers • Support audits, compliance activities, and customer satisfaction initiatives • Mentor and coach support engineers and senior team members • Build technical depth and eliminate single-point dependencies • Identify and groom potential second-line Support leaders • Drive documentation, SOPs, and knowledge-sharing practices • Collaborate with Delivery, R&D, Professional Services, and Account teams • Support contract compliance, renewals, and RMP-related activities • Provide input for effort estimation, capacity planning, and risk assessments

🎯 Requirements

• 7+ years of experience in application support, operations, or technical delivery • Prior experience leading or mentoring teams • Exposure to enterprise customers and SLA-driven environments • ITIL knowledge preferred