Operations Lead

Company OverviewSimetric Inc. is a leading solution integrator providing a cutting-edge connectivity management platform (CMP) for cellular services. We are dedicated to delivering seamless, reliable, and customer-focused connectivity solutions to support millions of SIMs/devices and thousands of accounts. We are seeking a highly skilled Lead Operations Engineer to oversee the project’s operations program and ensure exceptional service delivery and customer support.Position SummaryThe Lead Operations Engineer will be responsible for working with a team of operations staff to support a cellular connectivity management platform serving a large US-based cellular operator. This role will lead the operations program associated with the platform and will coordinate troubleshooting, operations related feature development, operator-facing Tier 1 support, Tier 2+ support for the operator’s customers, resolution of support tickets, security incidents and operations, and 24/7/365 customer support call handling. This role will also facilitate the production maintenance activities associated with the solution, handle customer communications, and manage incident responses. The ideal candidate is a self-directed strategic leader with strong operational expertise, a cloud-oriented technical background, program management skills, and a customer-centric mindset.Key ResponsibilitiesTeam Leadership and Management:Lead the overall operations program for the solutionWork with development team and program management to drive operational needs and requirements to deliveryDevelop support team schedules, ensure adequate staffing for 24/7/365 coverage, and monitor performance metrics.Work closely with peer operations resources in US, UK, and IndiaSupport ManagementOversee the delivery of prompt, professional, and effective Tier 1 support to the cellular operator and effective Tier 2+ support to the cellular operator’s customersOversee the end-to-end lifecycle of support tickets, from creation to resolution, ensuring timely and accurate handling.Implement processes to track, prioritize, and resolve tickets efficiently while maintaining clear communication with stakeholders.Manage escalated issues by providing advanced technical and operational support to resolve complex customer challenges.Ensure seamless operation of the support call management, with effective handling of incoming customer inquiries and issues.Monitor metrics to maintain high service standards and ensure seamless operation of the support call management, with effective handling of incoming customer inquiries and issues.Day to Day Operational ActivitiesCoordinate day to day operational activitiesPerform proactive short and mid-term planning for operational needsTrack progress, adjust schedules as neededProvide weekly and monthly reports to customerHandle reporting associated with incidentsManage security reviews, issue remediation, and incident responseOperational DevelopmentIdentify technical needs for operations to support monitoring, alerting, data back/recovery, and performance managementIdentify technical needs to remain compliant with customer operational SLAsDrive operational requirements/features/user stories into product program for development team to deliverProcess Improvement and Reporting:Identify opportunities to optimize operational processes, reduce ticket resolution times, and enhance customer experience.Prepare and present regular reports on team performance, ticket resolution, and customer satisfaction to senior leadership and the cellular operator.Stakeholder Collaboration:Act as the primary point of contact for the cellular operator regarding operational support matters.Work closely with cellular operator’s technical teams to resolve issuesWork closely with Simetric’s technical teams to align support operations with platform capabilities.QualificationsEducation: Bachelor’s degree in Operations Management, Information Technology, Computer Science/Engineering, or a related field. Master’s degree preferred.Experience:5+ years of experience in operations management or related field, preferably in telecommunications, IT, or connectivity management.3+ years of experience leading and managing teams in a customer support or operations environment.3+ years of supporting applications deployed in public cloud environments (Azure preferred)Proven track record of managing 24/7/365 support operations and resolving complex technical customer issues.Skills:Strong leadership skills with the ability to guide others and to work with peers to get things doneExcellent problem-solving and decision-making abilities in high-pressure environments.Proficiency in operational ticketing systemsExceptional communication skills, both written and verbal, with the ability to interact with customers and stakeholders at all levels.Knowledge of cellular network operations, connectivity platforms, or telecommunications is a plus.Knowledge of public cloud services (Azure preferred), Kubernetes, Microservices, ELK, and Java-based Web ApplicationsAvailability: Willingness to be on-call and support operations 24x7 as needed.Working ConditionsThis role may require occasional travel to meet with the cellular operator or other stakeholders.Hybrid work arrangements. Requires 3 days per week in office in Alpharetta, GA.Must be able to accommodate a fast-paced, 24/7 operational environment.