Noc Lead

Summary

Join Airalo, the world’s first eSIM store, as their NOC Lead! Build and lead a high-performing Telecom NOC team from the ground up, managing 1st and 2nd level engineers. You will oversee incident management, performance monitoring, and escalation. This crucial role ensures operational services and quick issue resolution. You'll shape Airalo's network operations, guaranteeing seamless customer service. The position is remote-first and offers various benefits including health insurance, a work-from-anywhere stipend, and annual wellness & learning credits.

Requirements

• Proven experience as a NOC Lead, NOC Manager, or similar leadership role in a fast-paced tech environment
• Experience building and managing a NOC team in a 24/7 setup
• Strong understanding of telecom network monitoring, incident management, and escalation procedures
• Ability to implement tools and processes for improved visibility and performance tracking of network and API performance
• Excellent communication and interpersonal skills, with a strong ability to coordinate across different teams and escalate issues effectively
• Strong problem-solving skills and a proactive approach to managing incidents
• Ability to work independently and take ownership of complex issues

Responsibilities

• Build a high-performing team of Telecom NOC engineers, responsible for 24/7 monitoring and managing the performance of Airalo’s network and services, including both 1st and 2nd level NOC support
• Line management for 1st and 2nd level NOC agents, including building development plans, performance reviews, coaching, mentoring
• Take ownership of all incidents from detection to resolution, ensuring quick identification and remediation of issues. Coordinate with internal teams and external partners to resolve incidents promptly and effectively
• Implement tools and processes to gain better visibility into partner network performance, our API performance, and other critical systems. Ensure potential issues are recognized immediately
• Orchestrate clear communication channels between the NOC team, customer care, engineering, and management teams. Ensure that relevant parties are notified promptly of issues, resolutions, and next steps
• Perform immediate corrective and mitigation actions when issues arise. Manage 2nd level corrective measures independently to avoid overloading the engineering team with interruptions
• Collaborate closely with customer care to notify them of confirmed issues and updates. Help release the engineering team from day-to-day troubleshooting by handling 2nd level issues autonomously
• Manage and perform legal interception requests from authorities as needed, ensuring proper adherence to local regulations
• Oversee and manage NOC-related stock to ensure that all necessary equipment and tools are available to the team when needed

Preferred Qualifications

• Experience in legal interception and stock management is a plus
• Familiarity with API performance, cloud infrastructure, and telecom industry trends is advantageous
• Prior experience in telecommunications or network infrastructure
• Familiarity with eSIM and GSMA technologies

Benefits

• Health Insurance
• Work-from-anywhere stipend
• Annual wellness & learning credits
• Annual all-expenses-paid company retreat in a gorgeous destination
• Other benefits