Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation, information technology and services
Position: Telecom BizOps Production Support Manager
Location: Frisco, TX 75034
Duration: 7 Months
Job Type: Contract
Work Type: Hybrid
Job Description:
- 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. We need someone with effective communication, stakeholder management, agile execution in fast paced environments, matured knowledge on support project documentation and process understanding with a continuous improvement mindset.
- Candidate should be able to not only manage demanding customers with valid metrics driven datapoints and objective outcomes but also lead the conversations in an engaging and impactful manner.
Key Responsibilities:
Production Support & Incident Management:
- 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
Order Management & Fallout Resolution:
- 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.
Process Optimization & Continuous Improvement:
- 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
Stakeholder & Customer Relationship Management:
- 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.
Team Leadership & Knowledge Management:
- 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.
Key Skills & Qualifications: Technical Skills:
- 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 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.
Experience & Education:
- 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). Success Metrics for This Role:
- Incident MTTR (Mean Time to Resolve) improvement by X%.
- Reduction in order fallout rate to < 5%.
- Uptime & system reliability maintained at 99.9%+.
- Automation of manual resolutions, reducing backlog tickets by X%.
- Improved SLA adherence, ensuring P1 issues resolved in < 4 hours.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Job Tags
Contract work, Offshore,