IT Change & Release Management Operations Analyst providing 24x7 operational support for enterprise Change and Release Management. Focus on governance, ServiceNow integrity, and automation for operational success.
About the role
- Operations Analyst overseeing customer porting workflows at Cape, a privacy-centric mobile network. Lead customer interactions and enhance operational efficiency with a skilled team.
Responsibilities
- Orchestrate Porting Workflows: Own the critical path of porting customers from other carriers, resolving technical blocks and ensuring zero downtime for the user.
- Spearhead Voice Operations: Lead direct customer voice interactions to resolve high-stakes issues, eventually hiring and managing the team that handles this function.
- Drive Mobile Quality Assurance: Act as a critical internal tester for our mobile applications, identifying bugs and providing feedback to ensure the app experience is as seamless as our porting process.
- Build Scalable Solutions: Identify manual bottlenecks in the current process and collaborate with engineering to build automated, more efficient tools.
- Advocate for the User: Provide direct input to engineering on trends impacting customers, ensuring our product evolves to meet real-world "in-the-field" needs.
- Own the Outcome: Learn new operational processes rapidly and take full accountability for their success as Cape scales.
Requirements
- Strong Verbal & Technical Communication
- The "Star Player" Mindset
- Leadership Potential
- Bachelor’s Degree or equivalent experience
- Prior Experience
- Bonus Points: Experience with carrier porting or telecommunications workflows, Experience with basic product quality assurance, familiarity with Linux, Experience working with the DoD/Government
Benefits
- top-tier health care
- 401(k) matching
- generous vacation policy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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