Noc Manager

Twilio Logo

Twilio

πŸ“Remote - Colombia

Summary

Join Twilio's Network Operations Team as the next NOC Manager! You will lead a team of NOC Engineers, ensuring 24/7 network availability and resolving complex carrier-related issues across Voice, SMS, and Identity services. This role requires strong technical expertise, excellent communication skills, and proven experience managing teams in a similar environment. You will collaborate with various teams, drive automation initiatives, and foster a positive team culture. The position is remote and based in Colombia, offering competitive pay and benefits. Twilio values diverse experiences and encourages applications from individuals with alternative backgrounds.

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

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

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