Technical Operations Manager

Job Description Cradlepoint is seeking a highly experienced Technical Operations Manager to lead our operations team. This pivotal role acts as a Line Manager, subject matter expert, and customer strategy liaison. You will lead a dynamic team of specialists, ensuring the effective management, operation, and development of our customers networks. Demonstrating in-depth expertise in specific technologies, your primary focus will be on proactivity, continuous service improvement, effective vendor management, and strong customer collaboration. You will be responsible for managing and coordinating Network Operations and driving domain escalation management, with the support of your team and by effectively managing domain stakeholders. What You Will Do: Key Responsibilities - Conduct resource and people management to effectively lead and develop the team, fostering a high-performing environment. - Oversee stakeholder management, ensuring effective communication and collaboration with all internal and external parties. - Manage Overall System Administration of Cradlepoint OSS/ENM and multivendor EMS/NMS, including the Integration of Radio & Core Network Nodes with OSS. - Provide end-to-end issue resolution for OSS Platform, Fault Management, User Management, Software/Hardware Management, STS Management, and various OSS applications (e.g., C.N.A., OPS, CHA, ARNE, RNO, SMO, BSM, and Element Manager, or similar). - Lead the Integration of Radio & Core Network Nodes with OSS. - Perform release upgrades on live OSS Servers and manage roll-outs with minimal service disruption. - Handle emergencies and provide on-call support (24x7) as required to ensure continuous network availability. - Drive Solution Management for Customized Business Objects - Templates / Reports. - Accountable for initializing and organizing deep dive analysis covering network and service performance, identifying behavioral changes that impact contractual SLAs, end-users, or optimal network/service function. Instigate investigations within teams and align results across other Operate areas, delivery, and Design teams. - Ensure all major incidents and events are reviewed within the NOC, maximizing opportunities for lessons learned. Drive completion of identified actions and instill a proactive mindset within the team. - Own and optimize the operational interface with 3rd party vendors, reporting on vendor performance, risks, and highlights, and driving improvements to reduce resolution times and enhance proactive network management. The Skills You Bring: Required Qualifications - Education: Bachelor's degree in engineering, preferably in Electronics, Computer Science, Telecommunication, or equivalent. - Shift Timing: Ability to work UK business hours (or equivalent global shifts). - Experience: 15+ years of relevant industry experience in RAN (Radio Access Network), Transmission, and Network Architecture across 2G, 3G, 4G, & 5G technologies. - Expertise in multi-vendor technologies including Nokia, Huawei, Ericsson, NEC, SIAE, with strong knowledge of KPI formulae, KPI degradation, and KPI troubleshooting. - Experience in End-to-End Technical Architecture of services, with domain expertise in RAN/TXN/OSS/SACM. - Preferably hands-on experience of Integration & Commissioning of OSS RC (or similar Operations Support Systems/Radio Controllers). - Good Knowledge & Understanding of SUN Solaris/UNIX (Preferably SUN Certified), TCP/IP, Networking & Sybase environment. - Solid knowledge of operation and troubleshooting of multivendor telecommunication equipment. - Good Understanding of Machine Learning, Artificial Intelligence & Cloud technologies. Behavioral Competencies & Typical Interfaces - Behavioral Competencies: Working with People, Relating & Networking, Leading & Supervising, Adapting & Responding to Change, Delivering Results & Meeting Customer Expectations. - Typical Interfaces: MS Delivery Managers, Service Support Team, Automated Operations Team.