Job Description:
The Administrator, Telecom Automation Operations is a hands-on technical role responsible for the day-to-day support and optimization of the organization's Telecom Automation Operations. Administrators operate within a break/fix model to resolve incidents and service disruptions, while also contributing to business optimization activities that improve platform efficiency and business outcomes for the Telecom division.
Key Responsibilities:
• Monitor, triage, and resolve incidents and service requests related to Telecom Automation Operations in accordance with established SLAs
• Perform root cause analysis on recurring issues and document findings to drive permanent resolution
• Execute routine platform health checks, maintenance tasks, and configuration updates
• Support onboarding and change management activities when new AI capabilities are deployed or updated
• Document procedures, known issues, workarounds, and resolutions in the team knowledge base
• Collaborate with Automation Operations vendors on technical issues requiring escalated support
• Identify and surface opportunities for platform optimization, process improvement, or automation
• Assist in the development and testing of solutions that improve platform reliability and business performance
• Participate in on-call rotation and support coverage as needed to maintain platform availability
• Contribute to operational reviews by providing incident data, trend analysis, and status updates
• Manages hierarchy for all lines of business
• Contact Center support for technical challenges
• Manages Opera rules for all lines of business
• Weekly calibration sessions with analysts for alignment
Qualifications:
• 2+ years of experience in IT support, platform administration, or technical operations
• Hands-on experience working with AI/ML platforms, intelligent automation tools, or enterprise SaaS applications
• Familiarity with ITSM processes including incident management, problem management, and change management
• Strong troubleshooting skills with the ability to diagnose technical issues across integrated systems
• Comfortable working with data and logs to investigate platform behavior and performance
• Strong written and verbal communication skills; able to document technical issues clearly for both technical and non-technical audiences
• Self-motivated and able to manage multiple priorities in a fast-paced environment
• Associate's or Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent experience)
Preferred Qualifications:
• Experience supporting platforms in a Telecom environment (e.g., network automation, AI-driven customer support, revenue assurance tools)
• ITIL Foundation certification
• Familiarity with APIs, data integrations, or scripting languages (Python, SQL, or similar) for diagnostic or automation purposes
• Experience with monitoring and observability tools (e.g., Splunk, Datadog, or equivalent)
Reporting Structure:
This role reports directly to the Manager, Telecom Automation Operations. Administrators work collaboratively as a two-person team, sharing responsibilities for platform coverage, incident response, and optimization projects.
Annual Salary Range: $75,000-$88,000/year, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.