Job Description:The
Manager, Telecom Automation Operations is responsible for leading a dedicated team that supports the organization's Telecom-related Automation Operations. This role spans both break/fix incident resolution and business optimization initiatives, ensuring the Automation Operations operate reliably and continuously deliver measurable value to the Telecom business unit.
Key Responsibilities:- 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 Operationss, 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
Qualifications:- 5+ years of experience in technology operations, platform support, or IT service management, with at least 2 years in a people management role
- Demonstrated 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)
Preferred Qualifications:- 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
Reporting Structure:This role reports directly to the Telecom Ownership leadership and manages a team of AI Support Administrators. The Manager will collaborate closely with Telecom business units, IT, and AI platform vendors.
Annual Salary Range: $120,000-$130,000/year, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.
