Senior Manager Software Development

What you'll be doing...

You will support the Tier 2 engineering application suite for our Consumer and Business customers. When these applications perform well, they are an important part of the overall customer experience.

You will work closely with stakeholders to streamline operations and monitor the health and performance of the application suite. The solutions you implement will help meet our customer's needs and make it easy for them to do business with us.

• Developing and implementing AIOps enabled processes for maximizing operational efficiency, profitability, and key application throughput measures.
• Establishing AI driven operations process by enabling solutions of smart workflows, ML based Issue triage, and self-healing solutions.
• Driving the engineering team to AIML Models for NLP, Anomaly detection, issue similarity detection, building training analyzers, and auto fix solutions with Knowledge Graph driven Business rules, etc.
• Developing and enhancing AIML solutions to automate the day-to-day support activities and helping the operations team improve their productivity with intelligent solutions that will auto triage the problems and recommend solutions.
• Establishing AI enabled operations and driving the engineering to build intelligent monitoring and self-healing solutions
• Developing and implementing best practices and procedures to enhance business growth.
• Suggesting and implementing new proposals and technology to enhance business productivity including automation, process enhancements, business enhancements, and policy changes.
• Collaborating with functional units of an organization to develop and integrate new or existing services.
• Managing Application engineering services to ensure they meet client/customer expectations and requirements.
• Developing reporting metrics for the application and trending of the tickets.
• Establishing MLOps and deployment processes for deploying the AIML models.
• Building and maintaining positive trust relationships with key stakeholders across IT and Frontline teams.
• Ensuring IT Field operations comply with all local and federal labor laws and legislations.
• Working on work shifts to ensure efficient operations.
• Performing code analysis, static code tools usage, and any additional tools to produce good quality code.
• Implementing nonfunctional requirements - performance, scalability, reliability, extensibility, etc.
• Providing recommendations on servers, load balancing, high availability, disaster recovery, and storage architectures, and End to End analysis and Design responsibilities
• Analyzing architecture, relationships between systems, and system flows.
• Guiding others to assess system usage trends and identify potential performance and intersystem flaws.
• Evaluating solutions alignment and end user experience.

Where you'll be working...

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant work experience in L1 and L2 support models.
• Three or more years of experience in AIOps, and MLOps areas.
• Experience in leading AIML teams establishing AIOps process from foundations
• Experience in driving solution development teams using technologies like RAG, Airflow, OpenSearch, and Knowledge Graphs.
• Experience in Java and Python technology stack.
• Experience in building LLM/SLM based solutions and chatbots.
• Hands on experience with core Python AIML libraries and building AIML models for NLP and predictive AI
• Experience in handling the CICD pipelines for AIML Models.
• Two or more years of experience in DevSecOps with cloud exposure.
• Experience with AWS & ELK technology stack.
• Experience with Kubernetes, GraphQL, and Spring reactive services.

Even better if you have one or more of the following:

• A degree.
• Ability to multi-task and succeed in a fast paced, dynamic work environment.
• The ability to quickly debug application problems and provide short and long-term solutions.
• Experience in dealing with Java based systems at an enterprise level.
• Ability to interact and communicate successfully with business partners and technology teams.
• A telecom domain operational tools working knowledge.
• Ability to understand the given problem statement and provide solutions with future focused technology selection.
• Ability to design and implement solutions with ease of use.
• Experience in working with cross-functional teams and projects.
• The ability to guide and develop intuitive user interfaces for Operation tools.
• Knowledge of Java, Spring Boot, Microservices applications, and the ability to troubleshoot customer experience incidents with relative ease.
• Strong critical thinking and problem-solving skills.
• Strong business acumen and organizational skills.