Manager, Operations

Responsibilities

• Lead and develop a team of Telecom Engineers and Specialists.
• Establish operational priorities, workload management, and resource planning.
• Provide mentorship, coaching, technical guidance, and career development opportunities.
• Manage team performance, objectives, and professional growth plans.
• Foster a culture of accountability, collaboration, customer service, and operational excellence.
• Oversee operational support for telecommunications infrastructure, including:
• Ribbon SBC platforms
• Oracle SBC platforms
• AudioCodes media gateways and SBCs
• SIP trunks and carrier interconnections
• Legacy PSTN, TDM, and E911 interfaces
• Ensure platform availability, reliability, performance, and security.
• Coordinate software upgrades, hardware refreshes, lifecycle management, and vendor support activities.
• Provide operational leadership for telecommunications services supporting NG9-1-1 environments.
• Support integration with:
• Emergency Services IP Networks (ESInet)
• Next Generation Core Services (NGCS)
• Call Handling Equipment (CHE)
• Carrier and OSP interconnections
• Coordinate with customers, carriers, vendors, and internal teams.
• Participate in on-call escalation activities when required.
• Assist with technical reviews, project planning, and deployment activities.
• Develop and maintain operational standards, documentation, and best practices.

Requirements

• Strong leadership and team management skills.
• Excellent communication and stakeholder management abilities.
• Ability to lead technical discussions with customers, vendors, and executive leadership.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Strong understanding of operational processes, incident management, and change control practices.
• Demonstrated ability to mentor engineers and develop technical talent.
• Deep understanding of SIP, RTP, VoIP, and telecommunications protocols.
• Knowledge of Session Border Controllers, media gateways, and carrier interconnections.
• Understanding of NG9-1-1 architectures, ESInet connectivity, and public safety telecommunications environments.
• Familiarity with networking technologies including routing, switching, VLANs, firewalls, and load balancing.
• Knowledge of Linux and Windows server environments.
• Experience with telecommunications troubleshooting tools, packet analysis, and protocol diagnostics.
• 8+ years of telecommunications, voice engineering, or telecommunications operations experience.
• 3+ years of leadership, supervisory, or technical team lead experience.
• Experience supporting carrier-grade SIP environments and mission-critical voice services.
• Experience with Ribbon, Oracle, AudioCodes, or equivalent telecommunications platforms.
• Experience supporting public safety, emergency communications, or NG9-1-1 environments preferred.
• Experience managing production incidents, change management processes, and service restoration activities.
• Experience working with carriers, vendors, and customer-facing operational engagements.