Tech Ops Manager/L2 Support Offline

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.

About the Platform
 

Wireless Standard POS (www.b2bsoft.com) 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.
   

Monitoring, Insights & Automation

• 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.).
   

Configuration & Operational Management

• 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.
   

Partner & Release Support

• 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.
   

Team Evolution & Improvement

• 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

• Fluent and literate English (written and verbal) — must.
• Ability to organize and manage small to medium teams of specialists and DBA’s. 
• Organizing operations teams for L2 support over multiple time zones.
• Strong experience with Jira and Confluence for task management and documentation.
• Working knowledge of SQL (CRUD, joins, grouping) — able to write and debug queries.
• Experience with GrayLog or other logging platforms.
• Familiarity with REST APIs (Swagger, Postman).
• Strong knowledge of MS Excel, building reports, data analysis
• Experience with Business Intelligence tools and dashboards - (PowerBI, Tableau, etc.)
• Proven ability to troubleshoot multi-system applications with external integrations.
• Comfortable with release cycles, testing coordination (PAT/UAT), and rollback procedures.
• Basic familiarity with DevTools, Fiddler, or other debugging tools.
   

Nice to Have

• Experience in telecom, POS, or fintech environments.
• Familiarity with automation/scripting tools or prior experience driving operational efficiency.
• Prior work with payment systems or vendor onboarding workflows.
• Infra monitoring experience (optional, may expand into this area).
   

Soft Skills

• Organized, inspired manager who helps grow the abilities of their teams.
• Clear, structured communicator — written and verbal.
• Strong problem-solving mindset with ability to zoom in/out from data to systems.
• Proactive, collaborative, and customer-service oriented.
• Ability to handle incident pressure calmly and drive resolution.