Manager, Realtime Support and Analytics
Core
Manage an IT technical support team providing real-time support for Boost Retail Wireless CXO agents, resolving complex escalations and optimizing workflows.
Role type
Manager, IT Technical Support
Builds
Real-time support operations for wireless retail CXO agents
Domain
Telecommunications / Wireless Retail IT
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Wireless network diagnostics, SQL querying, API troubleshooting, Team leadership, Data-driven troubleshooting, Scripting, AI tool application, Database management
Preferred skills
Snowflake, Telecommunications sector experience
Technologies
SQL, Snowflake, APIs, AI diagnostic tools
Responsibilities
Direct and develop Level 2 Advanced Technical Support Specialists, Investigate complex technical escalations using SQL and API analysis, Implement data-driven monitoring processes, Design and deliver technical training programs, Integrate AI-driven diagnostic tools, Collaborate cross-functionally with IT engineering and support leadership
Seniority
Manager, supervisory role
