Telecom BizOps Production Support Manager

Hi,

Hope you are doing well!

This is Aditya from Jconnect INC. Below is the requirement with my client. Please let me know if you are available for this role.

Role:
Telecom Biz Ops Production Support Manager

Location:
Frisco, TX

J
ob Type:
Full-Time

Job Description:

The Telecom Biz Ops Production Support Manager is responsible for leading the support and operations of business-critical applications, particularly in Order Management, Billing, CRM, and Provisioning. This role ensures smooth operations, rapid issue resolution, and continuous process improvements to minimize order fallouts, system downtimes, and escalations. dealing with business users and other vendor partners from development teams.

The opportunity:

• Oversee L1/L2 support teams, ensuring timely resolution of incidents and order fallouts.
• Manage incident triage, RCA (Root Cause Analysis), and escalation to L3 teams or vendors.
• Ensure adherence to SLAs (Service Level Agreements) for issue resolution.
• Monitor system health, uptime, and performance metrics, taking proactive action to prevent disruptions.
• Improve productivity through automation
• Own build out and support for real-time reporting dashboard for KPI and metrics
• System Security and Performance monitoring and remediation
• Analyse and manage order fallouts, working closely with IT and business teams to reduce manual interventions.
• Implement automation, retry mechanisms, and process optimizations to improve order processing success rates.
• Collaborate with network provisioning, CRM, and billing teams to resolve system integration failures.
• Manage month end and quarterly recurring recon processes and communicate to stakeholders.
• Identify opportunities for automation and AI-driven monitoring to improve system efficiency.
• Work with cross-functional teams to enhance order orchestration, API performance, and workflow automation.
• Develop and refine SOPs (Standard Operating Procedures) and playbooks for incident response.
• Holistic and strategic view on Biz Ops processes and ongoing improvements.
• Leadership communication and Roadmap.
• Resources and roles optimization.
• Handle Business escalations and Targeted communication.
• Act as the main liaison between business teams, IT, and third-party vendors.
• Provide regular updates to leadership on system performance, incident trends, and improvement initiatives.
• Lead and mentor a team of Biz Ops engineers and support analysts (onshore/ offshore).
• Establish and maintain a knowledge base for recurring issues, reducing resolution time.
• Conduct regular training sessions and war-room simulations to prepare the team for critical outages.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

• Experience in Telecom Order, Subscription Management, Billing and IoT Systems (non-core wireless)
• Knowledge of SQL, API integrations, and troubleshooting logs for root cause analysis.
• Familiarity with incident management tools like Service Now, Jira and Confluence
• Strong ITIL process foundational knowledge
• Hands on experience on Reporting tools such as Power BI will be a plus.
• Strong Azure Cloud platform knowledge and experience in deployment and managing applications through automated deployments and support operations on Microsoft Azure
• Splunk Log, Azure Log monitoring is nice to have

Soft Skills:

• Excellent problem-solving and analytical skills to quickly resolve production issues.
• Strong stakeholder management, working with IT, business teams, and vendors.
• Ability to lead high-pressure, 24/7 support environments with quick decision-making.
• Bachelor's degree in IT, Computer Science, or Telecommunications.
• 12+ years of experience in telecom production support, Biz Ops, or IT operations.
• Experience in managing L1/L2 support teams and working with third-party vendors.
• ITIL/Cloud certification (preferred).

Please send me your updated resume ASAP with below details:

Full Legal Name:

Current

Location:



Willing to Relocate:

-

E-mail:

Cell:

Availability:

Are you still in Project:

Work Status:

Linked In profile :

-

Best Regards,

Aditya Srivastava
(IT Recruiter)

Jconnect Infotech Inc.
168 Barclay Center Ste. 347
Cherry Hill, NJ 08034
Phone:  | Email: |

[We are an E-Verify and Equal Employment Opportunity Employer with adherence to EEO policy]