Managed Services Operation Manager (Remote)

We are seeking a skilled Managed Services Operation Manager to lead and manage the operations team responsible for providing L1 and L2 support for a wide range of telecom-related applications. This role focuses on ensuring service delivery excellence, efficient incident management, and coordination between onshore and offshore teams while ensuring Service Level Agreements (SLAs) are met or exceeded. The ideal candidate will have a strong background in managed services, telecom operations, and team management, with a demonstrated ability to align operational activities with business objectives . Key Responsibilities : 1. End-to-End Managed Services Oversight : Lead the delivery of managed services to telecom operators (OPCO), ensuring all SLAs are met. Serve as the primary point of contact between the operator and the managed services team for operational performance. 2. L1 and L2 Support Team Management : Directly manage the L1 support team, ensuring they are well-trained, motivated, and capable of delivering high-quality support. Oversee the daily operations of the L1 support team, managing task assignments, performance metrics, and escalations. Coordinate with the L2 offshore team, ensuring smooth handover and effective resolution of complex issues within SLA parameters. 3. Incident and Problem Management : Lead incident management processes, ensuring that incidents and problems are resolved according to managed services guidelines. Collaborate with both L1 and L2 teams to troubleshoot and resolve complex service issues, minimizing downtime and service interruptions. 4. SLA and Performance Management : Monitor, manage, and ensure adherence to SLAs, taking proactive measures to avoid SLA breaches. Provide regular reports on SLA performance, identifying areas for improvement and implementing corrective actions as necessary. 5. Stakeholder Management : Engage with key internal and external stakeholders, ensuring that managed services align with the operator’s business objectives . Provide senior management with regular updates on service performance, challenges, and opportunities for improvement. 6. Capacity and Resource Planning : Work closely with system specialists and the offshore team to monitor system capacity and resource utilization . Propose and implement strategies for effective capacity planning and resource management to ensure optimal system performance. 7. Continuous Improvement : Drive continuous improvement initiatives to enhance the quality of service delivery, team efficiency, and customer satisfaction. Foster a culture of learning and professional development within the L1 and L2 teams. Required Skills and Qualifications : Bachelor’s degree in Telecommunications, Information Technology, or a related field. At least 10 years of experience in IT T elecom operations management. Proven experience in managing L1 and L2 teams, both onshore and offshore. Strong understanding of SLA management, incident and problem management practices. Experience with telecom-related applications and platforms. Excellent leadership, communication, and stakeholder management skills. Ability to lead and manage diverse teams across different geographies. Strong problem-solving and analytical skills. Ability to work under pressure and meet tight deadlines.