Technical Operations Manager / L2 Support @ B2B Soft

About the Role

We are evolving our Tech Ops team to become a proactive force in ensuring the performance, reliability, and operational insight of our production systems. As Technical Operations Manager, you will lead this transformation balancing deep tactical ownership

of live systems with a broader strategic focus on monitoring, automation, and scalable operations.

You will manage complex production environments, triage incidents, support dealer upgrades, drive automation for configurations, and generate critical reporting for business and technical teams.

Team : Tech Ops (L2 Operations & Application Support)

About the Platform

Wireless Standard POS B2B Soft is a leading POS and E-Commerce platform designed for telecom retailers. It powers thousands of stores with tools for inventory, payments, activations, commissions, customer engagement, and third-party integrations. Our system is highly configurable, multi-tenant, and serves a fast-paced and regulated industry.

What You'll Do :

• Application Support & Troubleshooting

Act as 2nd-line escalation for complex issues raised via CS or internal teams. Investigate system behavior using logs (GrayLog), SQL, API tools, and browser / network debugging. Participate in incident response efforts : provide initial triage, escalate to Product / Engineering / Infra, and lead postmortem inputs. Execute and validate dealer upgrades, including BETA rollout, PAT verification, and environment readiness.

Own and evolve monitoring dashboards (GrayLog, Elastic, etc.) for key application and business metrics. Implement alerting strategies to detect system anomalies and degraded performance. Propose and produce automation for routine production configuration (via scripting or handoff to Delivery team). Generate usage, error, and impact reports for internal stakeholders (Product, Delivery, AMS, CS, etc.).

Manage production configuration for promotions, plans, product catalog, payment types, and Mix & Match logic. Handle database-level work : clone, create, and reactivate dealer environments as needed. Partner with Delivery and Product teams to formalize and scale configuration automation.

Assist in onboarding new vendors and partners : sandbox setup, API validation, production handoff. Execute UAT / PAT and communicate results clearly to stakeholders. Create and maintain internal documentation (Confluence) and Jira tasks for all ops and config actions.

Identify recurring issues and submit structured feedback to Delivery and Product for backlog grooming. Support the shift from reactive work toward proactive monitoring and automation. Mentor team members in tooling, processes, and root cause analysis.

Required Skills

Nice to Have

Soft Skills

About the Role

We are evolving our Tech Ops team to become a proactive force in ensuring the performance, reliability, and operational insight of our production systems. As Technical Operations Manager, you will lead this transformation balancing deep tactical ownership

of live systems with a broader strategic focus on monitoring, automation, and scalable operations.

You will manage complex production environments, triage incidents, support dealer upgrades, drive automation for configurations, and generate critical reporting for business and technical teams.

Team : Tech Ops (L2 Operations & Application Support)

About the Platform

Wireless Standard POS B2B Soft is a leading POS and E-Commerce platform designed for telecom retailers. It powers thousands of stores with tools for inventory, payments, activations, commissions, customer engagement, and third-party integrations. Our system is highly configurable, multi-tenant, and serves a fast-paced and regulated industry.

What You'll Do :

Act as 2nd-line escalation for complex issues raised via CS or internal teams. Investigate system behavior using logs (GrayLog), SQL, API tools, and browser / network debugging. Participate in incident response efforts : provide initial triage, escalate to Product / Engineering / Infra, and lead postmortem inputs. Execute and validate dealer upgrades, including BETA rollout, PAT verification, and environment readiness.

Own and evolve monitoring dashboards (GrayLog, Elastic, etc.) for key application and business metrics. Implement alerting strategies to detect system anomalies and degraded performance. Propose and produce automation for routine production configuration (via scripting or handoff to Delivery team). Generate usage, error, and impact reports for internal stakeholders (Product, Delivery, AMS, CS, etc.).

Manage production configuration for promotions, plans, product catalog, payment types, and Mix & Match logic. Handle database-level work : clone, create, and reactivate dealer environments as needed. Partner with Delivery and Product teams to formalize and scale configuration automation.

Assist in onboarding new vendors and partners : sandbox setup, API validation, production handoff. Execute UAT / PAT and communicate results clearly to stakeholders. Create and maintain internal documentation (Confluence) and Jira tasks for all ops and config actions.

Identify recurring issues and submit structured feedback to Delivery and Product for backlog grooming. Support the shift from reactive work toward proactive monitoring and automation. Mentor team members in tooling, processes, and root cause analysis.

Requirements : L2, Jira, Confluence, SQL, REST API, Postman, MS Excel, PowerBI, Tableau, Testing, UAT, Zoom Tools : .