Note: The job is a remote job and is open to candidates in USA. The Aspen Group is a healthcare business support organization serving dental care, urgent care, medical aesthetics, and animal health practices. The Telecom AI Platform Support Administrator provides hands-on support and optimization for Telecom AI platforms, resolving incidents, performing maintenance, supporting deployments, documenting solutions, and identifying opportunities for automation and improved reliability.
Responsibilities
- Monitor, triage, and resolve incidents and service requests related to Telecom AI platforms 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 AI platform 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
Skills
- 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)
- 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)
Benefits
- Paid time off
- Health
- Dental
- Vision
- 401(k) savings plan with match
Company Overview
Company H1B Sponsorship