Operations Manager

Job Duties and Responsibilities

• Maintain continuous communication with Product Owners, Team members and Vendors to ensure seamless operations.

• Manage the day-to-day operations of the shift, ensuring the team is staffed and SLA commitments are met.

• Manage the Online Charging, Mediation and Billing Operations teams, collaborate with cross-functional teams to enhance the tools and systems.

• Work closely with POs to plan the TEST and PROD deployments.

• Work with the vendor team to plan the Product fix installations and perform the impact analysis on moving it to Production.

• Prepare the weekly report for the SLA, tickets and Incidents handled and publish to management/required stakeholders.

• Manage a team of 10-15 engineers working in shifts

• Handle escalations and guide support engineers by understanding the problem.

• Propose, drive and implement automation initiatives to reduce manual work.

Skills and Requirements:

• Engineering degree with 15+ years of experience with at least 7+ years of experience in Operations.

• Experience in DevOps, AWS, CI/CD, Kubernetes

• Experience in Incident and Problem Management.

• Experience handling teams working in 24/7 model

• Experience in Agile Scrum Delivery and Stakeholder Management.

• Experience in Telecom Billing will be an advantage.

• Strong written and verbal communication skills