Administrator, Telecom Automation Operations

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee, prioritize, and resolve incidents and service requests related to Telecom Automation Operations in line with established SLAs

• Conduct root cause analysis on recurring problems and document findings to facilitate permanent solutions

• Carry out routine platform health assessments, maintenance tasks, and configuration updates

• Assist with onboarding and change management processes for new or enhanced AI capabilities

• Record procedures, known issues, workarounds, and resolutions in the team's knowledge base

• Collaborate with Automation Operations vendors on escalated technical matters

• Spot opportunities for platform optimization, process enhancements, or automation

• Aid in the development and testing of solutions that enhance platform reliability and overall business performance

• Engage in on-call rotation and support coverage to ensure platform availability

• Provide incident data, trend analysis, and status updates for operational evaluations

• Manage hierarchy for all lines of business

• Offer Contact Center support for technical challenges

• Oversee Opera rules for all lines of business

• Take part in weekly calibration sessions with analysts

• Report directly to the Manager of Telecom Automation Operations

• Collaborate effectively as part of a two-person team, sharing platform coverage, incident response, and optimization duties

⛳️ Requirements

• A minimum of 2 years of experience in IT support, platform administration, or technical operations

• Hands-on experience with AI/ML platforms, intelligent automation tools, or enterprise SaaS applications

• Understanding of ITSM processes, including incident management, problem management, and change management

• Strong troubleshooting capabilities across integrated systems

• Proficiency in analyzing data and logs to investigate platform behavior and performance

• Excellent written and verbal communication skills

• Ability to clearly document technical issues for both technical and non-technical audiences

• Capability to manage multiple priorities in a fast-paced setting

• An Associate's or Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent experience

• Experience in supporting platforms within a Telecom environment (preferred)

• ITIL Foundation certification (preferred)

• Familiarity with APIs, data integrations, or scripting languages such as Python or SQL (preferred)

• Experience with monitoring and observability tools like Splunk or Datadog (preferred)

🏝️ Benefits

• Paid time off

• Health insurance

• Dental insurance

• Vision insurance

• 401(k) savings plan with a match

• Generous benefits package