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10 Segment System Jobs
NOC Manager
Segment System
posted 3d ago
Job Role Insights
Key skills for the job
Job Description
- 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.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasnt followed a traditional path, dont 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, 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, 12:30 to 21:30 India 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
Employment Type: Full Time, Permanent
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