Operations Manager (Telecom, Dynatrace)

Position Name – Operations Manager

Type of hiring – Fulltime

Location – Remote Canada

Job Description:

Looking for Operations Manager immediately with expertise in Telecom operations, production support, Dynatrace/GCP monitoring, incident management, and stakeholder leadership.

Experience: 12+ Years

Domain: Telecom (Mandatory)

We are seeking an experienced Operations Manager to lead production support, incident management, and service delivery operations for business-critical applications. The ideal candidate will have strong expertise in IT operations, monitoring, stakeholder management, and service governance, with the ability to lead onsite-offshore teams and drive operational excellence.

Key Responsibilities

Service Operations & Incident Management

• Lead end-to-end Incident, Problem, and Change Management processes.
• Triage, troubleshoot, and coordinate resolution of P1–P4 production incidents.
• Analyze and resolve production issues by collaborating with development, infrastructure, and support teams.
• Monitor application health, infrastructure performance, and business-critical services using enterprise monitoring tools.
• Manage alert analysis, trend identification, and proactive issue prevention.

Monitoring & Reliability

• Own monitoring strategy and operational dashboards across applications and infrastructure.
• Utilize Dynatrace, GCP Logs, Splunk, and related tools for performance analysis, root cause identification, and alert management.
• Monitor APIs, integrations, system dependencies, and service availability.

Governance & Service Improvement

• Develop, maintain, and enhance SOPs, runbooks, and operational procedures.
• Drive operational governance, service reviews, and continuous improvement initiatives.
• Conduct risk assessments and implement mitigation strategies.
• Identify and implement automation opportunities to improve operational efficiency and reduce manual effort.

Stakeholder & Team Management

• Manage onsite and offshore operations teams while coordinating cross-functional stakeholders.
• Serve as the primary customer-facing operations lead.
• Communicate service performance, production risks, and major incident updates to leadership and stakeholders.
• Track and manage production issues, incident-related Jira tickets, and ServiceNow records.

Reporting & Executive Communication

• Create executive-ready reports, dashboards, presentations, and KPI metrics.
• Provide regular operational health and service performance updates to leadership.
• Track progress against operational goals and drive data-driven decision-making.

Release & Deployment Support

• Coordinate with development teams to ensure smooth software deployment and integration.
• Support change planning and implementation activities.
• Partner with QA teams to ensure quality and operational readiness of releases.

Mandatory Skills

• Telecom Domain Experience
• Operations Management & Service Delivery
• Incident, Problem, and Change Management
• Dynatrace Monitoring & Alert Management
• GCP Logs
• Splunk
• Java 21
• Spring Boot 3
• JIRA
• ServiceNow
• API and Integration Understanding
• ITIL Processes & Operational Governance

Good-to-Have Skills

• Google Cloud Platform (GCP)
• BigQuery
• Apigee
• Power BI
• Automation & Scripting for Operations Efficiency

Required Qualifications

• 12+ Years of experience in Operations Management, Production Support, and Service Delivery.
• Proven experience managing enterprise-scale production environments.
• Strong understanding of application monitoring, infrastructure monitoring, and log analytics platforms.
• Experience leading onsite-offshore teams in a customer-facing environment.
• Excellent communication, stakeholder management, and leadership skills.
• Strong analytical and problem-solving capabilities.

Success Metrics

• SLA compliance and service availability
• Incident reduction and MTTR improvement
• Problem management effectiveness
• Operational automation adoption
• Customer satisfaction and stakeholder feedback
• Service governance and reporting quality