Position Name – Operations Manager

Type of hiring – Fulltime

Location – Remote Canada

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Looking for Operations Manager immediately with expertise in Telecom operations, production support, Dynatrace/GCP monitoring, incident management, and stakeholder leadership.

Experience: 12+ Years

Domain: Telecom (Mandatory)

We are seeking an experienced Operations Manager to lead production support, incident management, and service delivery operations for business-critical applications. The ideal candidate will have strong expertise in IT operations, monitoring, stakeholder management, and service governance, with the ability to lead onsite-offshore teams and drive operational excellence.

Key Responsibilities

Service Operations & Incident Management

- Lead end-to-end Incident, Problem, and Change Management processes.
- Triage, troubleshoot, and coordinate resolution of P1–P4 production incidents.
- Analyze and resolve production issues by collaborating with development, infrastructure, and support teams.
- Monitor application health, infrastructure performance, and business-critical services using enterprise monitoring tools.
- Manage alert analysis, trend identification, and proactive issue prevention.

Monitoring & Reliability

- Own monitoring strategy and operational dashboards across applications and infrastructure.
- Utilize Dynatrace, GCP Logs, Splunk, and related tools for performance analysis, root cause identification, and alert management.
- Monitor APIs, integrations, system dependencies, and service availability.

Governance & Service Improvement

- Develop, maintain, and enhance SOPs, runbooks, and operational procedures.
- Drive operational governance, service reviews, and continuous improvement initiatives.
- Conduct risk assessments and implement mitigation strategies.
- Identify and implement automation opportunities to improve operational efficiency and reduce manual effort.

Stakeholder & Team Management





- Manage onsite and offshore operations teams while coordinating cross-functional stakeholders.
- Serve as the primary customer-facing operations lead.
- Communicate service performance, production risks, and major incident updates to leadership and stakeholders.
- Track and manage production issues, incident-related Jira tickets, and ServiceNow records.

Reporting & Executive Communication

- Create executive-ready reports, dashboards, presentations, and KPI metrics.
- Provide regular operational health and service performance updates to leadership.
- Track progress against operational goals and drive data-driven decision-making.

Release & Deployment Support

- Coordinate with development teams to ensure smooth software deployment and integration.
- Support change planning and implementation activities.
- Partner with QA teams to ensure quality and operational readiness of releases.

Mandatory Skills

- Telecom Domain Experience
- Operations Management & Service Delivery
- Incident, Problem, and Change Management
- Dynatrace Monitoring & Alert Management
- GCP Logs
- Splunk
- Java 21
- Spring Boot 3
- JIRA
- ServiceNow
- API and Integration Understanding
- ITIL Processes & Operational Governance

Good-to-Have Skills

- Google Cloud Platform (GCP)
- BigQuery
- Apigee
- Power BI
- Automation & Scripting for Operations Efficiency

Required Qualifications

- 12+ Years of experience in Operations Management, Production Support, and Service Delivery.
- Proven experience managing enterprise-scale production environments.
- Strong understanding of application monitoring, infrastructure monitoring, and log analytics platforms.
- Experience leading onsite-offshore teams in a customer-facing environment.
- Excellent communication, stakeholder management, and leadership skills.
- Robust analytical and problem-solving capabilities.

Success Metrics

- SLA compliance and service availability
- Incident reduction and MTTR improvement
- Problem management effectiveness
- Operational automation adoption
- Customer satisfaction and stakeholder feedback
- Service governance and reporting quality

📌 Operations Manager (Telecom, Dynatrace) (Canada)
🏢 Yochana
📍 Canada