NOC Team Lead

See yourself at Twilio

Join the team as Twilio’s next NOC Team Lead for Twilio’s Network Operations Team.

About the job

This position is needed to monitor the performance of our carrier partner network and troubleshoot carrier-related issues across Voice SMS and Identity services. The NOC works tirelessly to ensure that our carrier partner network delivers the high quality and performance that Twilio’s customers expect.

Responsibilities

In this role you’ll:

• Lead the day-to-day operations 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.

• Foster a culture of transparency collaboration and respect across teams.

Qualifications

Twilio values diverse experiences from all kinds of industries and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 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 Grafana 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.

• Schedule: Monday to Friday 10:00 to 19:00 Colombia Time

Desired:

• 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

Location

This role will be remote and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits including competitive pay generous time off ample parental and wellness leave healthcare a retirement savings program and much more. Offerings vary by location.