Telecom Automation Operations Lead

0507 Team TAG Services, LLC; Arizona; Hybrid; USD 120,000 - 130,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

401(k) savings plan with match

Job summary

The Aspen Group (TAG) seeks a Manager of Telecom Automation Operations to lead a dedicated team that supports the organization’s Telecom Automation Operations. You will guide incident response, drive platform optimization, and establish SLAs and KPIs to protect uptime and ROI.

Ideal candidates have 5+ years in technology operations with 2+ years in people management, experience with AI/ML platforms, and a solid ITIL background.

Qualifications

• 5+ years of experience in technology operations, platform support, or IT service management, with at least 2 years in a people management role
• Demonstrated experience supporting AI/ML platforms, intelligent automation tools, or enterprise SaaS platforms in a Telecom or related environment
• Strong understanding of ITSM frameworks (e.g., ITIL) and incident/change management processes
• Proven ability to drive cross-functional collaboration and manage stakeholder relationships at multiple levels
• Experience defining and managing SLAs, operational KPIs, and service performance reporting
• Strong analytical and problem‑solving skills with a continuous improvement mindset
• Excellent written and verbal communication skills; ability to translate technical issues into business impact
• Bachelor's degree in Information Technology, Computer Science, Telecommunications, Business, or a related field (or equivalent experience)

Responsibilities

• Lead and develop a team of AI Support Administrators, providing guidance, coaching, and performance management
• Own the end-to-end support model for all Telecom Automation Operations, including incident response, escalation management, and resolution tracking
• Drive business optimization efforts by identifying opportunities to improve platform performance, reduce downtime, and enhance ROI
• Establish and maintain SLAs, KPIs, and operational runbooks for all supported Automation Operations
• Serve as the primary escalation point for critical platform incidents and business-impacting outages
• Partner with Automation Operations vendors, internal IT, and Telecom business stakeholders to prioritize enhancements and resolve systemic issues
• Lead regular operational reviews, reporting on platform health, incident trends, and optimization outcomes
• Develop team processes and standard operating procedures to ensure consistency and quality of support
• Manage budget, vendor relationships, and resource planning for the support function
• Stay current on Automation Operations developments, Telecom industry trends, and emerging best practices in AI operations

Skills

People management

AI/ML platforms

ITIL / ITSM

SLA & KPI management

Cross-functional collaboration

Analytical thinking

Communication skills

Education

Bachelor's degree in IT/CS/Telecommunications/Business

Tools

AI monitoring tools

MLOps tools

Billing optimization tools

ITIL software

Job description

The Aspen Group (TAG) seeks a Manager of Telecom Automation Operations to lead a dedicated team that supports the organization’s Telecom Automation Operations. You will guide incident response, drive platform optimization, and establish SLAs and KPIs to protect uptime and ROI.

Ideal candidates have 5+ years in technology operations with 2+ years in people management, experience with AI/ML platforms, and a solid ITIL background.