Manager, Telecom Automation Operations

TAG - The Aspen Group•AZ - Remote, AZ

3d•$120,000 - $130,000

About The Position

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.

Requirements

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)

Nice To Haves

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

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