Samartflo Workload Manager

Job Title:

Department:

Location:

Reports To:

About Tata Teleservices / Tata Tele Business Services:

Job Summary:

Key Responsibilities:

• End-to-End Ownership & Issue Resolution (KEY DELIVERABLE):

  
  

  • Act as the definitive Single Point of Contact (SPOC)

    for all Smartflo operational incidents and problems.
  
  

  • Take full end-to-end ownership

    of issues from identification through to resolution, driving efforts across all technical layers (from OS to application).
  
  

  • Proactively coordinate and collaborate with all respective internal teams

    within TTL (e. g. , Network, Security, Development, Database, Cloud/OnPrem Infrastructure Team, IT Solution, Product, Service Management) to diagnose, troubleshoot, and resolve issues efficiently.
  
  

  • Lead incident bridges and problem-solving sessions

    , leveraging deep technical understanding of Linux, container, and orchestration layers, until a definitive resolution is achieved.
  
  
  • Ensure timely

    Root Cause Analysis (RCA)

    is performed for critical issues, leading to the implementation of preventative measures and improved reliability.
  
  

  • Provide clear, concise, and timely communication

    back to business stakeholders, service teams, and senior management regarding issue status, resolution, and RCA.
  
  



• Smartflo Platform Operations & Uptime:

  
  
  • Lead and manage the daily operational activities for the Smartflo application, ensuring 24x7 availability, performance, and reliability.
  
  
  • Proactively monitor Smartflo services, and its underlying infrastructure (built on

    Linux

    ,

    Docker

    ,

    Kubernetes

    , and potentially

    OpenShift

    or

    OpenStack

    ) to identify and resolve issues before they impact customers.
  
  
  • Oversee incident management, problem management, and change management processes for the Smartflo platform, adhering to ITIL best practices.
  
  



• Containerization & Orchestration Management:

  
  
  • Deep expertise in managing and troubleshooting containerized applications using

    Docker

    .
  
  
  • Operational proficiency with

    Kubernetes

    clusters, including deployment, scaling, healing, and network policies.
  
  
  • Experience with

    OpenShift

    (Red Hats enterprise Kubernetes platform) is highly desirable, including cluster administration, application deployment, and platform features.
  
  



• Infrastructure & Cloud Platform Management:

  
  
  • Strong operational knowledge of

    Linux

    operating systems (RHEL, Ubuntu, CentOS) including system administration, performance tuning, and troubleshooting.
  
  
  • Oversee the operational aspects of Smartflos cloud infrastructure (e. g. , Azure), including IaaS (Virtual Machines, Networking, Storage) and PaaS services.
  
  
  • Familiarity with

    OpenStack

    environments for managing private cloud infrastructure is a plus, particularly if Smartflo leverages on-premise components.
  
  
  • Ensure optimal configuration, patching, and security across the entire infrastructure stack.
  
  



• Performance & Scalability Management:

  
  
  • Monitor Smartflos performance metrics and resource utilization across

    Linux

    hosts,

    Docker

    containers, and

    Kubernetes/OpenShift

    pods/nodes.
  
  
  • Develop and implement strategies for capacity planning and scaling the Smartflo infrastructure.
  
  
  • Optimize system configurations and processes for improved efficiency and cost-effectiveness within containerized and cloud-native environments.
  
  



• Process Improvement & Automation:

  
  
  • Identify opportunities for process automation within IT operations, leveraging scripting (e. g. , Python, Bash) and automation tools for managing

    Linux

    ,

    Docker

    ,

    Kubernetes

    , and

    OpenShift

    environments.
  
  
  • Develop and maintain operational runbooks, standard operating procedures (SOPs), and documentation.
  
  



• Stakeholder & Vendor Management:

  
  
  • Act as a primary point of contact for internal stakeholders regarding Smartflo operational status.
  
  
  • Manage relationships with technology vendors and service providers related to

    Linux

    , cloud platforms, container technologies, and orchestration solutions.
  
  



• Team Leadership & Development:

  
  
  • Lead, mentor, and develop a team of IT Operations engineers and specialists, fostering expertise in cloud-native and container technologies.
  
  
  • Ensure the team is adequately skilled and trained on Smartflo technologies and relevant operational tools (Linux, Docker, Kubernetes, OpenShift, OpenStack).
  
  



• Disaster Recovery & Business Continuity:

  
  
  • Develop, maintain, and regularly test Disaster Recovery (DR) and Business Continuity Plans (BCP) for the Smartflo platform, considering the distributed nature of containerized applications and cloud infrastructure.
  
  

Qualifications:

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related field.


• Minimum of 8-12 years of progressive experience in IT Operations, with at least 3-5 years in a managerial or lead role.



• Mandatory experience in managing and operating Unified Communications as a Service (UCaaS) or cloud telephony platforms.

  Experience with

  Smartflo

  or similar platforms (e. g. , Cisco Webex Calling, Microsoft Teams Phone System, RingCentral, 8x8) is highly preferred.



• Extensive hands-on operational experience with:

  
  

  • Linux

    administration (RHEL, CentOS, Ubuntu).
  
  

  • Docker

    containerization.
  
  

  • Kubernetes

    orchestration.
  
  

  • OpenShift

    Container Platform.
  
  
  • Cloud platforms (Microsoft Azure is preferred).
  
  

  • Experience with OpenStack is a significant advantage.

  
  


• Strong understanding of telecommunications protocols (SIP, RTP, SMPP, SMPPs, SS7 concepts) and their operational implications.


• Solid understanding of IT infrastructure components: networking (TCP/IP, routing, firewalls, VPNs, load balancing, WAFs), storage, and databases (e. g. , MySQL).


• Experience with monitoring tools (e. g. , Prometheus, Grafana, ELK stack, Zabbix) and ITSM tools (e. g. , ServiceNow).


• Knowledge of ITIL framework and practices (Incident, Problem, Change Management).


• Proficiency in scripting (e. g. , Python, Bash, PowerShell) for automation.


• Excellent analytical, problem-solving, and troubleshooting skills, particularly in complex, distributed systems.


• Strong leadership, communication (written and verbal), and interpersonal skills, with the ability to coordinate across multiple technical teams and communicate effectively with business stakeholders.


• Ability to work under pressure, manage multiple priorities, and lead during critical incidents, demonstrating end-to-end ownership.

Desired Skills:

• Certifications in ITIL, Azure, Red Hat (RHCSA/RHCE, OpenShift), Kubernetes (CKA/CKAD).


• Experience with Infrastructure as Code (IaC) tools (e. g. , Terraform, Ansible).


• Experience with CI/CD pipelines (e. g. , Jenkins, GitLab CI).


• Understanding of security best practices in cloud-native and container environments.