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Job Overview:We are looking for an innovative and technically strong Manager to lead our Tier 3 Support and Platform Engineering teams for the T-Life application ecosystem. This leader will own the stability, scalability, and security of the platform while driving AI-enabled transformation across engineering operations and production support.
The ideal candidate will combine deep technical expertise, strong operational discipline, and a forward-looking mindset to lead 30-50 engineers including Full Time and Contractors in modernizing how we manage, maintain, and evolve our systems using artificial intelligence and automation.
1. Leadership & Team Development
- Lead, coach, and develop Tier 3 Support and Platform Engineering teams with an emphasis on technical excellence, collaboration, and innovation.
- Foster data- and AI-driven culture—encouraging experimentation, automation, and continuous improvement.
- Build engineering capability around AI/ML tools, intelligent monitoring, and predictive analytics for operational efficiency.
- Manage staffing, performance, and professional development aligned with T-Life’s strategic priorities.
2. Tier 3 Production Support
- Oversee and continuously improve the production issue triage, diagnosis, and resolution process.
- Integrate AI-assisted root cause analysis, anomaly detection, and predictive incident prevention capabilities.
- Ensure SLAs and MTTR goals are consistently met through smart alerting, automation, and data-driven insights.
- Partner closely with Tier 2 and T-Life Development teams to implement permanent, AI-informed fixes and optimizations.
3. Platform Engineering & Infrastructure
- Lead the design, maintenance, and evolution of the Kubernetes Conductor Platform Hosting T-Life microservices.
- Ensure high availability, scalability, and security across all environments.
- Drive automation-first principles in CI/CD, configuration management, and observability.
- Champion the use of AI Ops tools to optimize resource allocation, detect anomalies, and predict infrastructure needs.
4. AI and Automation Strategy
- Partner with T-Life Data Science, AI, and DevOps teams to develop AI-powered tools that enhance operational visibility, ticket triage, and support workflows.
- Evaluate and integrate GenAI solutions (e.g., chatbots for support engineers, intelligent code diagnostics, or documentation assistants).
- Establish KPIs and success metrics for AI adoption and efficiency gains across the support and platform ecosystem.
- Lead internal pilots and proof-of-concepts to bring measurable improvements in productivity, cost reduction, and response time.
5. Operational Excellence
- Implement continuous improvement programs using data analytics and AI insights.
- Define and maintain clear dashboards for uptime, performance, and reliability metrics.
- Strengthen incident management, change control, and observability practices.
- Ensure compliance with T-Mobile’s standards on security, privacy, and data governance.
6. Cross-Functional Collaboration
- Serve as a key liaison between Development, Operations, Security, and Product teams.
- Communicate production health, AI initiatives, and improvement strategies to senior leadership.
- Contribute to release planning, architecture discussions, and platform modernization efforts.
Education and Work Experience:
- Bachelor’s degree in computer science, Engineering, or related field.
- 8+ years of experience in engineering, platform operations, or production support.
- 3+ years in a leadership role managing technical teams.
- Strong technical background in Kubernetes, cloud infrastructure, automation, and CI/CD pipelines.
- Experience applying AI/ML or automation tools in an operational context (e.g., anomaly detection, log analysis, intelligent alerting).
- Proven track record of driving cultural and technical transformation across diverse engineering teams.
Knowledge, Skills and Abilities:
Preferred
- Master’s degree or certifications in Cloud Engineering, DevOps, or AI/ML technologies.
- Hands-on familiarity with AIOps, observability stacks, and machine learning for operations.
- Strong understanding of microservices, security, and distributed systems.
- Excellent communication, stakeholder engagement, and change management skills.
- Reduction in incident volume and MTTR through automation and AI tooling.
- Increased deployment velocity and platform reliability.
- Measurable productivity improvements from AI adoption.
- Enhanced team engagement and innovation index.
- Demonstrated operational efficiency and cost optimization.
At least 18 years of age
- Legally authorized to work in the United States
You’ll be at the forefront of T-Life’s AI-driven transformation, leading teams that power one of T-Mobile’s most critical platforms. This is an opportunity to combine technical leadership, operational excellence, and AI innovation to shape the next generation of intelligent platform operations.
Travel:
Travel Required (Yes/No): Yes
DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ334464¶dox=1At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.
Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
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T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint.
