Operations Manager

Job Description

About MasterCom MasterCom Technology Services is a leading software system integrator and IT services company focused on Cloud, Data, and AI . Since 2006, weve delivered critical technology solutions to telecom service providers, ISVs, and OEMs , earning global recognition for our technical expertise and customer-first approach. Our specialties include OSS/BSS, system integration, VMware services, cloud migrations, and managed services for clients ranging from startups to Fortune 100 companies. Role Description We are looking for an experienced Operations Manager to lead fault management operations. The ideal candidate will manage daily system operations, interact with clients, track and resolve issues, manage reporting, and lead a team of support engineers from our offshore support team. Key Responsibilities: Lead day-to-day system operations and performance monitoring Act as the primary point of contact for client communication and coordination Track open issues, drive resolution, and provide regular status updates Manage and publish daily/weekly/monthly operational and performance reports Oversee and guide an offshore team of L2 engineers handling fault management Ensure adherence to SLAs and operational best practices Identify opportunities for process improvement and automation Qualifications: Minimum 6+ years of experience in operations, with strong operations management background. (Preferably in Telecom and Fault Management Background) Proven experience in incident tracking, troubleshooting, and fault resolution Strong understanding of network infrastructure and telecom technologies Experience managing offshore teams and delivering client-facing reports Excellent communication, leadership, and stakeholder management skills Relevant certifications in IT operations or network management preferred