Manager, Telecom Automation Operations

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

📋 Description

• Lead and mentor a team of AI Support Administrators by providing guidance, coaching, and managing performance.

• Take ownership of the comprehensive support model for Telecom Automation Operations, which includes incident response, escalation management, and resolution tracking.

• Enhance business efficiency by optimizing platform performance, minimizing downtime, and improving ROI.

• Establish and uphold SLAs, KPIs, and operational runbooks.

• Act as the primary escalation contact for critical platform incidents and outages that impact business operations.

• Collaborate with vendors, internal IT teams, and Telecom business stakeholders to prioritize enhancements and address systemic issues.

• Conduct operational reviews that assess platform health, analyze incident trends, and evaluate optimization results.

• Develop processes and standard operating procedures for the team.

• Oversee budget management, vendor relationships, and resource planning.

• Remain informed about developments in Automation Operations, trends in the Telecom industry, and best practices in emerging AI operations.

• Report to Telecom Ownership leadership while working in conjunction with Telecom business units, IT, and AI platform vendors.

⛳️ Requirements

• A minimum of 5 years of experience in technology operations, platform support, or IT service management.

• At least 2 years of experience in a managerial role.

• Proven experience in supporting AI/ML platforms, intelligent automation tools, or enterprise SaaS platforms within a Telecom or similar environment.

• Strong grasp of ITSM frameworks (such as ITIL) and incident/change management processes.

• Ability to foster cross-functional collaboration and manage relationships with stakeholders at various levels.

• Experience in defining and managing SLAs, operational KPIs, and service performance reporting.

• Excellent analytical and problem-solving abilities.

• Strong written and verbal communication skills; capable of translating technical issues into business impacts.

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

• ITIL v4 certification or a comparable service management credential is preferred.

• Familiarity with Telecom-specific platforms is preferred.

• Experience in AI/ML model monitoring, data pipeline support, or MLOps practices is preferred.

• PMP or a similar project management certification is preferred.

🏝️ Benefits

• Paid time off

• Health insurance

• Dental insurance

• Vision insurance

• 401(k) savings plan with match

• Generous benefits package