Network Operations Center Manager

Summary

Join Twilio as the Manager, NOC for the Network Operations Team, where you will lead a team of NOC Engineers responsible for monitoring the performance of carrier partner networks and troubleshooting carrier-related issues across Voice, SMS, and Identity services. You will ensure 24/7 availability and on-call coverage, act as an escalation point for complex issues, and oversee real-time monitoring and alerting for service quality. This role involves managing customer-facing reports and documentation, collaborating with cross-functional teams, identifying and driving automation initiatives, and fostering a culture of transparency and collaboration. You will also be responsible for hiring, mentoring, and retaining a high-performing team.

Requirements

• Proven track record in SMS/MMS/Voice (or other VAS) incident ownership at a Tier 1 carrier or service provider
• 8+ years of relevant experience and 3+ years of experience managing teams in operations, analytics, or routing within Networking, Messaging, or Voice domains
• Strong ability to stay calm under pressure, prioritize effectively, and assess situational urgency
• Excellent communication skills, with the ability to convey technical issues to both technical and non-technical audiences, including C-level stakeholders
• Experience in process development, operational reporting, and staff onboarding/training
• Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, and ticketing systems like Zendesk, ServiceNow, and Jira
• Strong analytical skills with experience using key operational metrics for evaluation and decision-making
• Expertise in complex troubleshooting and resolving critical technical issues
• Highly organized, process-driven, and capable of managing multiple projects simultaneously

Responsibilities

• Lead and coordinate the day-to-day operations of a team of NOC Engineers, ensuring 24/7 availability and on-call coverage
• Act as an escalation point for complex issues, engaging directly with carriers, providers, and suppliers to resolve incidents
• Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improving detection, automation, and incident response
• Manage customer-facing reports and documentation for high-severity incidents while ensuring accurate internal process documentation
• Collaborate cross-functionally with Incident Command, Operations, Support, Product, Engineering, and Business Development teams to enhance service monitoring and incident management
• Identify and drive automation initiatives to streamline NOC operations, working closely with software engineers to develop necessary tools
• Hire, mentor, and retain a high-performing, customer-focused team while driving continuous training and performance reviews
• Foster a culture of transparency, collaboration, and respect across teams

Preferred Qualifications

• Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspective
• Advanced experience in SMS troubleshooting (e.g. pcap, traceroute, tcpdump) and understanding of basic AWS connectivity
• ITIL Foundation certification
• Fluency in additional spoken languages

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program