Systems Operations Manager

Octagon Consulting, LLC; Austin (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

A consulting firm is seeking a System Operations Manager to oversee operations of toll transaction processing systems in Austin, TX. This full-time role requires at least 3 years of management experience and advanced skills in Excel and Power BI. Responsibilities include monitoring performance metrics, managing business rules compliance, and leading process improvements. Ideal candidates will possess strong analytical and communication skills, and experience in tolling operations is a plus.

Qualifications

• Minimum 3 years of management experience required.
• Strong analytical, problem-solving, and technical research skills.
• Excellent written and verbal communication skills.
• Ability to work independently and manage priorities under strict deadlines.

Responsibilities

• Oversee daily operations of the Back Office System and Customer Service Center applications.
• Monitor and validate end-to-end toll transaction processing for accuracy.
• Prepare and deliver weekly and monthly operational and trend reports.
• Lead Root Cause Analysis (RCA) for major incidents.

Skills

Advanced proficiency in Excel

Strong experience with Power BI

Proficiency in SQL

Experience using ITSM platforms

Experience with IT monitoring tools

Education

Bachelor’s degree in Business, Engineering, Science, or Technology Management

Tools

Excel

Power BI

SQL

Job description

Overview

Job Title: System Operations Manager

Location: Austin, TX

Job Type: Project-Based

Team: Operations & Maintenance

Travel: May be required

Direct message the job poster from Octagon Consulting, LLC

Position Overview

We are seeking an experienced System Operations Manager to oversee the day-to-day operations of complex back-office systems supporting toll transaction processing and customer service applications. This project-based role is critical to ensuring the accuracy, timeliness, and reliability of system operations across the full toll transaction lifecycle, including customer accounts, notices, and financial reporting.

The System Operations Manager will serve as a subject matter expert for system business rules, operational monitoring, and performance metrics, while identifying risks, driving process improvements, and coordinating across multiple internal teams.

Key Responsibilities

• Oversee daily operations of the Back Office System (BOS) and Customer Service Center (CSC) applications
• Monitor and validate end-to-end toll transaction processing for accuracy and timeliness
• Manage and monitor system business rules to ensure compliance with client and contractual requirements
• Track, analyze, and report on operational KPIs and system performance metrics
• Prepare and deliver weekly and monthly operational and trend reports
• Identify, escalate, and track system risks; recommend technical and operational improvements
• Manage change requests, testing, deployments, and post-deployment verification
• Participate in Change Advisory Board (CAB) meetings as a key stakeholder
• Lead Root Cause Analysis (RCA) for major incidents and ensure documentation and resolution
• Streamline processes to improve efficiency, responsiveness, and automation
• Coordinate with cross-functional teams including IT, Customer Service, Finance, Processing, and Administration
• Mentor and cross-train team members to reduce operational risk and improve coverage
• Communicate complex technical information clearly to stakeholders, clients, and executives
• Perform other duties as assigned

Required Skills & Technical Expertise

• Advanced proficiency in Excel, Word, PowerPoint, Outlook, Teams, SharePoint
• Strong experience with Power BI for reporting and dashboards
• Proficiency in SQL for data analysis
• Experience using ITSM platforms (ticketing, incident, change management)
• Experience with IT monitoring tools and platforms

Qualifications

• Bachelor’s degree in Business, Engineering, Science, or Technology Management preferred
• Minimum 3 years of management experience required
• Strong analytical, problem-solving, and technical research skills
• Excellent written and verbal communication skills
• Ability to work independently and manage priorities under strict deadlines
• High attention to detail and strong organizational skills
• Ability to translate technical information for non-technical audiences
• Comfortable working in a fast-paced, dynamic environment
• Tolling operations experience is a plus
• ITIL or Agile certification preferred
• Office-based role with extensive computer use
• Occasional standing, walking, and lifting (up to 20 lbs)
• Moderate to loud work environment at times
• Travel may be required

Why Join This Project

• Play a key role in managing mission-critical systems
• Work cross-functionally with technical and operational teams
• Opportunity to influence system performance, governance, and long-term operational strategy

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management

Industries

• Transportation, Logistics, Supply Chain and Storage

Referrals increase your chances of interviewing at Octagon Consulting, LLC by 2x