Telecom BizOps Production Support Manager
Manager II - Production Support
Role Location: Frisco, Texas
Fulltime
You Are:
The Telecom BizOps 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
Analyze 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 BizOps 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:
Bachelor's degree in IT, Computer Science, or Telecommunications.
12+ years of experience in telecom production support, BizOps, or IT operations.
Experience in managing L1/L2 support teams and working with third-party vendors.
ITIL/Cloud certification (preferred).
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.
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 ServiceNow, 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
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