Job
Description
As the Manager, NOC for Twilio's Network Operations Team, you will play a crucial role in ensuring the high quality and performance of Twilio's carrier partner network across Voice, SMS, and Identity services. Your responsibilities will include: - Leading and coordinating a team of NOC Engineers to ensure 24/7 availability and on-call coverage. - Acting as an escalation point for complex issues, engaging directly with carriers, providers, and suppliers to resolve incidents. - Overseeing real-time monitoring and alerting for service quality, focusing on continuous improvement of detection, automation, and incident response. - Managing customer-facing reports and documentation for high-severity incidents, while also ensuring accurate internal process documentation. - Collaborating cross-functionally with various teams to enhance service monitoring and incident management. - Identifying and driving automation initiatives to streamline NOC operations, in collaboration with software engineers. - Hiring, mentoring, and retaining a high-performing, customer-focused team, while driving continuous training and performance reviews. - Fostering a culture of transparency, collaboration, and respect across teams. Qualifications required for this role include: - Proven track record in SMS/MMS/Voice 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. - Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, and ticketing systems like Zendesk, ServiceNow, and Jira. - Highly organized, process-driven, and capable of managing multiple projects simultaneously. Desired qualifications include: - Advanced understanding of SMS messaging from a carrier and aggregator perspective. - Advanced experience in SMS troubleshooting and understanding of basic AWS connectivity. - ITIL Foundation certification. - Fluency in additional spoken languages. This role will be remotely based in India, specifically in Karnataka, Telangana, Tamil Nadu, Maharashtra, or Delhi. You may be required to travel occasionally for in-person meetings and project participation. If you are ready to take on this exciting opportunity and contribute to Twilio's mission of shaping the future of communications, apply now and be a part of a dynamic and inclusive team.,
