Operations Program Manager/Director-Telecom OSS/BSS

Company Description XIUS is a telecom technology company with over 25 years of experience designing intelligent, secure, and future-ready network infrastructure for operators and enterprises across five continents. Its portfolio includes Modular Core Network-as-a-Service (CNaaS), a cloud-native, vendor-agnostic mobile core supporting 2G to 5G, IMS, IoT, and enterprise connectivity. XIUS also offers a digital BSS platform that accelerates service launches and enables real-time subscriber management through solutions such as Online Charging System, eTopUp, Interconnect Billing, and diagnostics tools. The company delivers secure private network solutions for industrial and mission-critical environments, ensuring low latency, high reliability, and full control. Guided by the purpose of helping operators move faster and scale smarter, XIUS focuses on enabling customers to stay “Connected to Ambition” as part of the GV Kumar Group.Role Description Director Operations : USAEmployment Type : PermanentLocation : USA ( Remote )Over all 10 to 15 Years of Technology Operations.Minimum 5 Years of People and Technology Management.Minimum 5 Years of exposure to Mobile Telecom BSS/OSS Operations.Develop and execute the sales strategy for the region with responsibility for growth.Must possess and exhibit ‘Operations Mind Set’ – meeting 'SLAs should be the ultimate KRA.Should manage/administer Operations Function that comprises of: (a) People – Global Team located across Geographies and Time Zones. (b) Platforms – Collection of complex systems built, deployed, and supported by Internal and External organizations. (c) Peer Functions – NOC, Systems/Infra, Network & DatabaseShould be a Quick Learner to cope up to ever emerging Technical and Functional Enhancements.Should understand the Technical and Functional Generics & Specifics of ALL the Platforms falls into scope of the Global Operations Team.Should understand the processes been followed. Should ensure flawless process adherence across the function. Should perform time to time review of ‘Effectiveness of the Processes’.Should review and revise the Processes and ensure continuous improvement.Should understand organizational Goals, define relevant KRAs for each position/role in the Operations Function.List of activities that forms, but not limits, the routine:Determine appropriate staffing levels required to support customers across geographies & time zones.Hire and train staff and establish 24x7 dedicated global support team.Create monthly roaster such that load is evenly balanced across team that manages planned (MWs) and unplanned (CritSits) activities.Ensure every learning is documented and archived such that subsequent recurrence of the same/similar issues get resolved within NO time.Ensure collection of analysis of Metrics across the customer sites.Ensure collected stats are converted into logical, presentable periodic reports to customer teams.Ensure timely reporting of SLAs (Platform availability, Issue Resolution) to customer and ensure utmost customer satisfaction.Serve as point of escalation for internal departments and for the customer on all service-impacting issues, irrespective of area of failure (Infra, Network, Application, Database)Pitch-In into trouble shootings and debugging sessions & guide teams to draw conclusions and there on define short- and long-term solutions.