Job Description

You Are:

The Telecom Production Support Manager leads the Product and Platform operations and support of critical telecom systems, including Order Management, Billing, CRM, and Provisioning. The role focuses on ensuring system stability, minimizing order fallouts, and driving continuous improvement.

The ideal candidate will bring strong communication and stakeholder management skills, a data-driven approach to handling customer expectations, and the ability to lead cross-functional.

The opportunity:

• 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 CRM, and billing teams to resolve system integration failures.
• Manage month end and quarterly recurring recon processes and communicate to stakeholders.
• Work with cross-functional teams to enhance order orchestration, API performance, and workflow automation.
• Holistic and strategic view on Biz Ops processes and ongoing improvements.
• Handle Business escalations and Targeted communication.
• Act as the main liaison between business teams, Development team, and customer leadership.
• 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).

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 ServiceNow, Jira, and Confluence
• Strong ITIL process foundational knowledge
• Hands-on experience with reporting tools such as Power BI (preferred)
• Strong Azure Cloud platform knowledge, with experience in deployment and managing applications through automated deployments and support operations on Microsoft Azure
• Splunk Log and Azure Log monitoring
• Soft Skills (including Communication):
• Excellent verbal and written communication skills, with the ability to clearly convey complex technical issues to both technical and non-technical audiences
• Strong stakeholder management, with experience working across IT, business teams, and third-party vendors
• Proven ability to document and present incident summaries, RCA reports, and operational updates in a structured and professional manner
• Collaborative attitude with a demonstrated ability to work effectively across distributed, cross-functional teams
• Excellent problem-solving and analytical skills to quickly resolve production issues
• Ability to lead high-pressure, 24/7 support environments with fast and confident decision-making

Job Tags

Similar Jobs