Note: The job is a remote job and is open to candidates in USA. The Aspen Group is a retail healthcare business support organization serving healthcare professionals and health and wellness offices across the United States. The Manager, Telecom AI Platform Support leads a team responsible for reliable operation, incident resolution, and optimization of Telecom-related AI platforms while managing service performance, vendors, budgets, and stakeholder relationships.
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 AI platforms, 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 AI platforms
- Serve as the primary escalation point for critical platform incidents and business-impacting outages
- Partner with AI platform 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 AI platform developments, Telecom industry trends, and emerging best practices in AI operations
Skills
- 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)
- ITIL v4 certification or equivalent service management credential
- Familiarity with Telecom-specific platforms (e.g., network operations AI, customer experience AI, billing optimization tools)
- Experience with AI/ML model monitoring, data pipeline support, or MLOps practices
- PMP or similar project management certification
Benefits
- Paid time off
- Health
- Dental
- Vision
- 401(k) savings plan with match
Company Overview
Company H1B Sponsorship