Senior Manager, Telecom Automation Operations

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

📋 Description

• Lead and mentor a team of AI Support Administrators, offering guidance, coaching, and overseeing performance management.

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

• Propel business optimization initiatives by pinpointing opportunities to enhance platform performance, minimize downtime, and improve ROI.

• Establish and uphold SLAs, KPIs, and operational runbooks for all Automation Operations being supported.

• Act as the main escalation point for critical platform incidents and outages that impact the business.

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

• Conduct regular operational reviews, reporting on platform health, incident trends, and optimization results.

• Develop team processes and standard operating procedures to ensure uniformity and quality of support.

• Oversee budget management, vendor relationships, and resource planning for the support function.

• Keep abreast of developments in Automation Operations, trends in the Telecom industry, and emerging best practices in AI operations.

• Work closely with Telecom business units, IT, and AI platform vendors.

⛳️ Requirements

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

• Minimum of 2 years in a leadership role involving people management.

• Experience in supporting AI/ML platforms, intelligent automation tools, or enterprise SaaS platforms within a Telecom or related setting.

• Strong grasp of ITSM frameworks (e.g., ITIL) and incident/change management processes.

• Proven track record of fostering cross-functional collaboration and managing stakeholder relationships at various levels.

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

• Excellent analytical and problem-solving abilities coupled with a continuous improvement mindset.

• Superior written and verbal communication skills; adept at 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 comparable 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 a similar project management certification.

🏝️ Benefits

• Paid time off

• Health insurance

• Dental insurance

• Vision insurance

• 401(k) savings plan with match