Senior Manager, Telecom Automation Operations

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🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $120k - $130k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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📋 Description

• Lead and develop a team of AI Support Administrators, providing guidance, coaching, and performance management • Own the end-to-end support model for all Telecom Automation Operations, including incident response, escalation management, and resolution tracking • Drive business optimization efforts by identifying opportunities to improve platform performance, reduce downtime, and enhance ROI • Establish and maintain SLAs, KPIs, and operational runbooks for all supported Automation Operations • Serve as the primary escalation point for critical platform incidents and business-impacting outages • Partner with Automation Operations vendors, internal IT, and Telecom business stakeholders to prioritize enhancements and resolve systemic issues • Lead regular operational reviews, reporting on platform health, incident trends, and optimization outcomes • Develop team processes and standard operating procedures to ensure consistency and quality of support • Manage budget, vendor relationships, and resource planning for the support function • Stay current on Automation Operations developments, Telecom industry trends, and emerging best practices in AI operations • Collaborate closely with Telecom business units, IT, and AI platform vendors

🎯 Requirements

• 5+ years of experience in technology operations, platform support, or IT service management • At least 2 years in a people management role • Experience supporting AI/ML platforms, intelligent automation tools, or enterprise SaaS platforms in a Telecom or related environment • Strong understanding of ITSM frameworks (e.g., ITIL) and incident/change management processes • Proven ability to drive cross-functional collaboration and manage stakeholder relationships at multiple levels • Experience defining and managing SLAs, operational KPIs, and service performance reporting • Strong analytical and problem-solving skills with a continuous improvement mindset • Excellent written and verbal communication skills; ability to translate technical issues into business impact • Bachelor's degree in Information Technology, Computer Science, Telecommunications, Business, or a related field (or equivalent experience) • ITIL v4 certification or equivalent service management credential • Familiarity with Telecom-specific platforms (e.g., network operations AI, customer experience AI, billing optimization tools) • Experience with AI/ML model monitoring, data pipeline support, or MLOps practices • PMP or similar project management certification

🏖️ Benefits

• Paid time off • Health insurance • Dental insurance • Vision insurance • 401(k) savings plan with match

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