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Senior IT Operations Manager
Salary undisclosed
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Senior Onshore IT Operations Manager
Dallas TX (Onsite)
Position Overview:
We are seeking a highly skilled and experienced Senior Onshore IT Operations Manager to act as the primary bridge between the customer in Denver, CO and the offshore operations teams in Noida, India. This role will be overall responsible for ensuring seamless operations delivery, efficient collaboration, and excellent customer communication. The ideal candidate will possess a combination of technical expertise, strong coordination skills, and the ability to align customer needs with operational objectives.
As a key point of contact, the Senior Onshore Operations Coordinator will oversee the delivery of services, manage expectations, and ensure operational excellence in a dynamic 5G wireless domain environment. This position requires hands-on involvement in incident resolution, system performance tracking, and effective stakeholder engagement.
Key Responsibilities:
1. Customer Communication and Relationship Management:
- Serve as the primary point of contact for the customer in Denver, maintaining clear and proactive communication.
- Ensure customer expectations are met or exceeded by coordinating with offshore teams to resolve incidents and address concerns promptly.
- Conduct regular status meetings with the customer to review operational performance, incident resolutions, and improvement plans.
- Act as a liaison to translate customer requirements into actionable tasks for offshore teams.
2. Operations Delivery Oversight:
- Oversee and ensure the successful delivery of operational services by offshore teams in Noida.
- Monitor the progress of incident resolution, performance optimization, and system improvements.
- Identify and address any gaps in delivery to ensure consistent, high-quality performance.
- Collaborate with offshore leads to prioritize tasks and align deliverables with customer goals.
3. Incident Management Coordination:
- Take ownership of incident tickets from initiation to resolution, ensuring timely and effective handling by offshore teams.
- Coordinate with offshore teams to conduct root cause analysis for recurring issues and drive preventive measures.
- Provide updates to the customer regarding incident status, resolution timelines, and improvement initiatives.
4. Performance Monitoring and Optimization:
- Work closely with offshore teams to analyze system performance, monitor key metrics, and identify trends.
- Collaborate with the offshore teams to implement solutions for performance bottlenecks and inefficiencies.
- Share performance insights and improvement plans with the customer in a clear and actionable manner.
5. Cross-Functional Collaboration:
- Act as the operational bridge between the customer, development, product, QA, and offshore operational teams.
- Facilitate effective communication and coordination across teams to ensure alignment and collaboration.
- Address escalations from the customer, ensuring quick resolution with input from relevant teams.
6. Process Improvement and Documentation:
- Develop and refine processes for incident management, system monitoring, and customer reporting.
- Ensure documentation of operational workflows, incident management procedures, and improvement plans.
- Propose and implement process improvements to enhance operational efficiency and customer satisfaction.
Additional Responsibilities:
- Evaluate the performance of systems, logs, data, and functional workflows to identify bottlenecks and recommend actionable improvements.
- Collaborate with developers, architects, and DevOps teams to ensure systems are scalable, reliable, and efficient.
- Utilize APM tools such as NewRelic, Dynatrace, and AppDynamics to measure performance and identify areas for optimization.
- Query and derive business insights through log aggregation tools like CloudWatch, Logz.io, Splunk, and New Relic to measure business performance.
- Leverage SQL skills for performance insights, utilizing data from enterprise data lakes.
Qualifications:
Education:
- Bachelor s degree in Computer Science, Information Technology, Telecommunications, or a related field.
- Master s degree is preferred but not mandatory.
Experience:
- 8+ years of experience in operations coordination, incident management, or a related role, preferably in telecommunications or IT operations.
- Experience working in a customer-facing role, managing relationships, and coordinating deliverables.
- Technical background with expertise in Java, Spring, Microservices architecture, PL/SQL, ETL processes, and related tools is a plus.
Technical and Coordination Skills:
- Strong understanding of Java-based systems, Microservices, and performance monitoring tools.
- Proficiency in incident management, trend analysis, and operational reporting.
- Familiarity with monitoring tools (e.g., Splunk, ELK Stack) and cloud environments (AWS, Azure, or Google Cloud Platform) is advantageous.
- Proven ability to coordinate complex workflows across onshore and offshore teams.
Customer Management and Analytical Skills:
- Exceptional communication and interpersonal skills to interact effectively with customers and offshore teams.
- Analytical mindset with the ability to interpret data and provide actionable recommendations.
- Strong problem-solving skills with the ability to resolve escalations and align operations with customer goals.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Senior Onshore IT Operations Manager
Dallas TX (Onsite)
Position Overview:
We are seeking a highly skilled and experienced Senior Onshore IT Operations Manager to act as the primary bridge between the customer in Denver, CO and the offshore operations teams in Noida, India. This role will be overall responsible for ensuring seamless operations delivery, efficient collaboration, and excellent customer communication. The ideal candidate will possess a combination of technical expertise, strong coordination skills, and the ability to align customer needs with operational objectives.
As a key point of contact, the Senior Onshore Operations Coordinator will oversee the delivery of services, manage expectations, and ensure operational excellence in a dynamic 5G wireless domain environment. This position requires hands-on involvement in incident resolution, system performance tracking, and effective stakeholder engagement.
Key Responsibilities:
1. Customer Communication and Relationship Management:
- Serve as the primary point of contact for the customer in Denver, maintaining clear and proactive communication.
- Ensure customer expectations are met or exceeded by coordinating with offshore teams to resolve incidents and address concerns promptly.
- Conduct regular status meetings with the customer to review operational performance, incident resolutions, and improvement plans.
- Act as a liaison to translate customer requirements into actionable tasks for offshore teams.
2. Operations Delivery Oversight:
- Oversee and ensure the successful delivery of operational services by offshore teams in Noida.
- Monitor the progress of incident resolution, performance optimization, and system improvements.
- Identify and address any gaps in delivery to ensure consistent, high-quality performance.
- Collaborate with offshore leads to prioritize tasks and align deliverables with customer goals.
3. Incident Management Coordination:
- Take ownership of incident tickets from initiation to resolution, ensuring timely and effective handling by offshore teams.
- Coordinate with offshore teams to conduct root cause analysis for recurring issues and drive preventive measures.
- Provide updates to the customer regarding incident status, resolution timelines, and improvement initiatives.
4. Performance Monitoring and Optimization:
- Work closely with offshore teams to analyze system performance, monitor key metrics, and identify trends.
- Collaborate with the offshore teams to implement solutions for performance bottlenecks and inefficiencies.
- Share performance insights and improvement plans with the customer in a clear and actionable manner.
5. Cross-Functional Collaboration:
- Act as the operational bridge between the customer, development, product, QA, and offshore operational teams.
- Facilitate effective communication and coordination across teams to ensure alignment and collaboration.
- Address escalations from the customer, ensuring quick resolution with input from relevant teams.
6. Process Improvement and Documentation:
- Develop and refine processes for incident management, system monitoring, and customer reporting.
- Ensure documentation of operational workflows, incident management procedures, and improvement plans.
- Propose and implement process improvements to enhance operational efficiency and customer satisfaction.
Additional Responsibilities:
- Evaluate the performance of systems, logs, data, and functional workflows to identify bottlenecks and recommend actionable improvements.
- Collaborate with developers, architects, and DevOps teams to ensure systems are scalable, reliable, and efficient.
- Utilize APM tools such as NewRelic, Dynatrace, and AppDynamics to measure performance and identify areas for optimization.
- Query and derive business insights through log aggregation tools like CloudWatch, Logz.io, Splunk, and New Relic to measure business performance.
- Leverage SQL skills for performance insights, utilizing data from enterprise data lakes.
Qualifications:
Education:
- Bachelor s degree in Computer Science, Information Technology, Telecommunications, or a related field.
- Master s degree is preferred but not mandatory.
Experience:
- 8+ years of experience in operations coordination, incident management, or a related role, preferably in telecommunications or IT operations.
- Experience working in a customer-facing role, managing relationships, and coordinating deliverables.
- Technical background with expertise in Java, Spring, Microservices architecture, PL/SQL, ETL processes, and related tools is a plus.
Technical and Coordination Skills:
- Strong understanding of Java-based systems, Microservices, and performance monitoring tools.
- Proficiency in incident management, trend analysis, and operational reporting.
- Familiarity with monitoring tools (e.g., Splunk, ELK Stack) and cloud environments (AWS, Azure, or Google Cloud Platform) is advantageous.
- Proven ability to coordinate complex workflows across onshore and offshore teams.
Customer Management and Analytical Skills:
- Exceptional communication and interpersonal skills to interact effectively with customers and offshore teams.
- Analytical mindset with the ability to interpret data and provide actionable recommendations.
- Strong problem-solving skills with the ability to resolve escalations and align operations with customer goals.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job